The posting
About the Role
As a Customer Experience Associate, you’ll keep the operational engine of Switchboard’s Customer Experience team running. You’ll get new customers’ accounts set up, move texting registrations and short code programs through carrier compliance review, and help maintain our organizational hygiene.
You will report to our Lead Customer Experience Strategists, who will review your work, train you, and be your go-to for questions. This role is mostly behind the scenes: you’ll work closely with our CX team, our messaging vendors, and our Engineering team.
This is a full-time, at-will position. We anticipate the role will run through the 2028 election cycle (approximately January 2027 to December 2028), and continuation beyond that period is not guaranteed. Toward the end of the cycle, we’ll talk with you about what comes next based on business needs.
No texting compliance experience required. In two years, you’ll become an expert in how texting compliance works from end to end (10DLC, toll-free, and short code), and you’ll know how to run the operational backbone of a platform so many campaigns rely on during a presidential cycle. You will also learn how to navigate a fast-moving tech start-up, a skill easily transferrable to campaigns or other opportunities in the tech industry.
What You’ll Do
Texting registrations and short code (~45%)
- Move new short code programs through carrier compliance review so customers go live on time. Track where each one stands, gather missing information, and flag blockers to the owning Strategist.
- Submit 10DLC and toll-free registrations, handle number activations, and prepare resubmissions after rejections for a Strategist to review.
- Send routine requests to our messaging vendors, like provisioning a batch of numbers or checking on a registration’s status.
Account setup (~15%)
- Create new customer accounts and configure them for texting and email.
- Help customers manage their flow of data in and out of Switchboard.
Account hygiene, audits, and documentation (~40%)
- Run recurring audits and cleanups, such as maintaining our internal mapping of firms to organizations on Switchboard and ensuring billing is properly configured on new accounts
- Monitor our shortlink domains, handle renewals, and keep that account funded.
- Keep help docs, email templates, and internal runbooks current as our processes and products change.
What Success Looks Like
- After 1 month: You understand how customers use Switchboard’s products and know your way around our internal registration processes. You’re setting up new accounts and submitting registrations for Strategist review.
- After 4 months: You own the day-to-day registration and account setup queue end to end. A Strategist spot-checks your work rather than reviewing all of it, and you’re managing several short code programs through carrier review.
- After 6 months: You’re the team’s go-to on registration status and carrier requirements. You’ve improved at least one of our processes, and you’re helping the team handle election-year volume.
Who You Are
This role is a good fit for someone early in their career, or anyone who loves getting details right. Much of the work is detail-forward and process-driven, and doing it accurately and quickly is what keeps campaigns sending, and is pivotal to getting campaigns up and running fast - the Switchboard difference.
What we’re looking for:
- Strong attention to detail and organization; you notice when something doesn’t match
- Comfort managing a high-volume queue of tasks and keeping careful records
- Clear, professional written communication with vendors and teammates
- Comfort learning new software quickly and asking questions when you’re stuck
- Openness to giving and receiving feedback, our team is feedback forward from all levels
- Commitment to helping progressive campaigns and organizations win
Nice to have, but not required:
- Experience on a campaign, at a progressive organization, or at a digital firm
- Familiarity with a texting or email platform
- Experience with spreadsheets, trackers, or basic data work
- Interest in using AI tools to speed up systems and operational work
We’re looking for candidates who are excited to work in person in our DC office. We are not considering remote candidates for this role at this time.
Timeline for This Role
We won’t be scheduling interviews or follow-up conversations during the resume drop period. Outreach for next steps will begin in mid-to-late November.
- Resume drop: Now–mid-November
- Interview outreach: Mid–late November
- Interviews: December
- Hiring and start: Early 2027
Compensation
- $100k–$120k annual salary
- Switchboard covers 100% of health, dental, and vision coverage for employees and 80% for dependents
- Employer-provided long-term disability and life insurance
- 21 days of paid time off plus federal holidays
- Unlimited sick leave
- 16 weeks of paid parental leave for parents of any gender, including adoptive parents
- 401(k) match with immediate vesting
Diversity
We believe the best products and companies are built by diverse teams where everyone's perspectives are heard and respected. We welcome applicants of all backgrounds and experiences. Even if you're not sure whether the role is a good fit, please apply!
Switchboard is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, or any other characteristic protected by federal or D.C. law.
We are committed to providing reasonable accommodations to individuals with disabilities in the hiring process and on the job. If you need an accommodation at any point in the application or interview process, please note it in your application, and we will follow up.
Candidates must be authorized to work in the US. We’re unable to sponsor work visas at this time.
