Production Build Specialist

Department: Production

Location: Remote (U.S.)

Employment Type: Full-time (40 hours/week)

Drips engages people in two-way, compliance-governed SMS conversations — the kind that get responses, drive action, and close the gaps traditional outreach leaves open.

In practice, that means Drips helps organizations connect with their customers through large-scale, automated text and phone campaigns. Our proprietary platform lets clients design conversations, schedule outreach, and route responses so the right messages reach the right people at the right time.

The Production Build Specialist role sits at the center of how those campaigns are configured and supported.

As a Production Build Specialist, you configure customer campaigns in our proprietary software and keep them running smoothly. This is a great opportunity to build technical and operational skills at a fast-growing company: you'll succeed here by staying organized, following process carefully, and being willing to learn a system that doesn't have an equivalent anywhere else. No coding or software engineering background is required to get started, and this role is well-suited to entry-level candidates — though prior experience in a technical, operations, or support-focused role is a plus.

• Set up and update projects in our internal tools (Drips’ platform), so campaigns send the right messages, at the right time, to the right audience.
• Work through a queue of support requests (cases) from internal teams and occasionally clients — making changes, fixing issues, and answering “how do we do this in Drips?” questions.
• Act as a problem-solver: when a request is vague, you help translate business objectives (e.g., “we need to follow up on missed calls”) into concrete configuration choices in the software.

If you're highly organized, detail-oriented, and enjoy learning how a system works inside and out, this role is a strong fit.

• Build and update campaign workflows in our internal tools:
• Set up outreach schedules (when messages or calls go out).
• Configure branching logic and actions based on how people respond.
• Attach and map audio files for outbound calls.
• Work with JSON-based configuration files to define campaign behavior (for example, mapping inputs and outputs, configuring rules, or connecting to other systems).
• Occasionally use simple scripts or structured data files to support configuration, data prep, or bulk updates. You won’t be writing software — basic familiarity with structured data (like JSON) is a plus, and we'll train you on the rest.

• Manage a steady flow of cases (requests) in our ticketing system from internal partners like Client Success and Operations.
• For each case, understand what the requester is trying to accomplish (e.g., new campaign, change to messaging, routing adjustment) and decide what needs to change in the platform.
• Make updates, test them, and clearly document what you did so others can follow the history of the campaign.

• When a request is under specified (for example, “we just want more people to answer calls”), ask the right questions and suggest how best to use the platform to achieve that goal.
• Recommend practical options for:
• How many messages to send and on what schedule.
• How to route calls and responses (e.g., when to transfer to a call center, when to stop outreach).
• How to structure the campaign so it’s maintainable and easy to adjust later.
• Balance client goals, technical constraints, and operational reality when recommending a path forward.

• Run basic tests after you configure or change a…