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Drips


Drips.com is the first and best Conversational Texting® platform, that combines humanized, automated, AI-Driven SMS and IVR drip marketing campaigns to convert more of your leads to calls. We help our clients increase lead conversions by communicating with their customers in the same ways that people communicate with each other.

Headquarter Location:
Akron, Ohio, USA

Drips is hiring a Remote Account Executive, Healthcare

Account Executive, Healthcare

Job Overview:

Drips is seeking an experienced Account Executive to lead our sales efforts with health insurers and providers. As the Account Executive, you will be responsible for developing and executing a sales strategy that drives revenue growth, expands our customer base, and solidifies Drips' position as a trusted partner to the healthcare industry.

Duties/Responsibilities:

  • Develop and execute a sales strategy to drive revenue growth and expand our customer base within the healthcare industry.
  • Build and maintain relationships with health insurers and providers and key stakeholders to understand their needs and identify opportunities for partnership.
  • Work with the product team to ensure our offerings align with the needs of the healthcare industry and develop custom solutions as needed.
  • Collaborate with other departments to ensure seamless delivery of services to our healthcare clients.
  • Develop and maintain a deep understanding of the healthcare industry, including trends, regulations, and competitive landscape.

Qualifications:

  • At least 5 years of experience in sales, with a track record of success in selling to health insurers or providers.
  • Strong understanding of the healthcare industry, including key players, trends, and regulatory environment.
  • Proven ability to develop and execute a sales strategy that drives revenue growth and expands customer base.
  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
  • Strategic thinker with a track record of driving innovation and growth.

About Drips:

Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.   

Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. 

However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!  

Drips Core Values:

Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core value

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

Drips is an equal opportunity employer and welcomes applicants from diverse backgrounds. We offer a competitive salary, comprehensive benefits, and a dynamic and collaborative work environment. If you are passionate about driving growth in the healthcare industry and have a track record of success in sales, we encourage you to apply.

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Drips is hiring a Remote Customer Experience Chatroom Operator

Customer Experience Chatroom Operator

REMOTE - AKRON, OH

About Drips:

Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.

Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team. However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!

Job Overview:

We are looking to expand our work from home Conversion Improvement team. Every day Drips holds millions of automated humanized conversations for our clients, but automation isn’t enough, and Artificial Intelligence (“A.I.”) isn’t perfect. We hold the highest industry standard of excellence in staying “humanized” and if our natural language processor is not 98% sure what a user is asking, we will rely on you and your teammates to read a consumer’s response, respond contextually, and categorize it

appropriately. The Customer Experience Chatroom Operator is a new role to handle Drips’ top clients and use cases. It requires customer service driven individuals who are quick on their feet and can empathize with the consumer. Connoisseurs of conversation and adept at handling the unexpected.

Example:

A user says, “Where are my ID Cards?”. This isn’t just a question it is the beginning of a service-based conversation specific to the consumer you’re chatting with. Our mission is providing thoughtful, articulate, and appropriate guidance specific to the conversation, industry, and subject for the consumer you’re chatting with. This would be categorized and handled by clicking a specific button tailored to respond to this question or if there is no pre-written response, engage in a dialog with the record to ensure they are being

directed appropriately. You must be able to maintain a 98%+ accuracy in your responses that will be randomly audited and quality assured. Your work and responses will help inform our natural language model therefore your accuracy is of the utmost importance.

Hours & Benefits:

  • This is a full-time role that is eligible for Drips benefits program
  • This role is staffed 24 hours a day, 7 days a week, we are seeking candidates for all time slots

Specific Duties, Activities, and Responsibilities:

  • Quickly and accurately (in less than 30 seconds) respond to inbound messages via our chat room to leads regarding questions or concerns around the product or service utilizing point and click frequently asked questions canned responses.
  • Create responses ad-hoc that are both relevant, appropriate, and compliant to the records industry and vertical
  • Escalate conversations to leadership when needed
  • Document frequently asked questions for continual improvement
  • Add relevancy to canned responses
  • Maintain 98% or above accuracy in response handling
  • Maintain a Replies per Hour rate of 60 replies per hour worked.
  • Other projects as assigned

Required Skills/Abilities:

  • Experience in a Customer Service Chatroom environment
  • Experience with writing responses to consumers in a real time, chat-based environment
  • Familiar with verticals like Automobile Insurance, Health Insurance, Prescription Drug Plans
  • Professionalism in all interactions
  • Exceptional attention to detail, high standard of excellence/perfection
  • Comfortability on a computer, advanced typing skills (can’t hunt and peck)
  • Good grammatical, spelling, and logic skills. Free typed response must be grammar checked and spell checked.
  • Exceptional verbal, communication, and written skills.
  • Reliable and responsible to a designated schedule
  • Must have reliable strong internet/WiFi

Education:

  • High School or equivalent.
  • College Degree a plus

Core Values:

Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value:

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”.

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day-to-day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everythingand the value we provide.

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+30d

Conversation Auditor 1

DripsCleveland, OH Remote

Drips is hiring a Remote Conversation Auditor 1


Job Overview: Drips is seeking a skilled and detail-oriented Conversation Auditor to join our team. The Conversation Auditor will be responsible for evaluating and assessing the quality and effectiveness of customer interactions between Drips and our clients customers, ensuring adherence to established guidelines, and providing valuable insights for continuous improvement. The ideal candidate will have excellent communication skills, a keen eye for detail, and a passion for maintaining high standards in customer conversations. There are multiple shifts under consideration and will include mid-day shifts and evening shifts.

Responsibilities:

  1. Auditing Conversations:
  • Review and analyze customer interactions via text messaging ensuring compliance with company policies and guidelines.
  • Evaluate the effectiveness of communication and identify areas for improvement in terms of clarity, professionalism, and customer satisfaction and timing.
  • Quality Assurance:
    • Suggest quality assurance measures to maintain and improve the overall quality of customer conversations.
    • Develop and maintain audit criteria to assess the performance of Chat Agents and identify training needs.
    • Develop and maintain audit criteria to assess performance of Drips proprietary conversational engine and identify areas of improvement.
    • Suggest conversational improvement methods to leadership.
    • Provide data at scale to drive chat agent and software coaching and development.
  • Provide Chat Support
    • Will be trained to chat as part of auditing and will provide overflow support for times when volume is high.
    • Needs to proactively monitor queue and pivot to chat when needed to prevent backups as opposed to addressing them later.
  • Feedback and Reporting:
    • Provide constructive and actionable feedback to customer service representatives based on audit findings. In addition, provide the same for Drips’ conversational engine.
    • Generate regular reports highlighting key performance indicators, trends, and improvement areas to management.
  • Training and Development:
    • Collaborate with training teams to develop and deliver targeted training programs based on audit results.
    • Assist in the creation of training materials and documentation to support ongoing learning initiatives.
  • Compliance Monitoring:
    • Stay informed about industry regulations and standards related to customer communication.
    • Ensure that customer interactions adhere to legal and compliance requirements.
  • Collaboration:
    • Work closely with cross-functional teams, including customer support, training, and management, to address issues and implement improvements.
    • Foster a culture of continuous improvement and excellence in customer communication.

    Qualifications:

    • Bachelor's degree in a related field or equivalent work experience.
    • Proven experience with live chat, customer calls and SMS communication along with auditing, preferably in a customer service or communication-related role.
    • Excellent analytical and critical thinking skills with an eye for detail.
    • Strong communication skills, both written and verbal.
    • Familiarity with customer service software and communication channels.
    • Ability to adapt to changing priorities and handle multiple tasks simultaneously.
    • Knowledge of industry best practices and compliance standards.

    Benefits:

    • Flexible Work Environment - AKA your home! During COVID-19's shelter in place, we quickly shifted to work from home. We've now leaned in and begun hiring from a national pool of talent. You'll see us working in coffee shops, couches, basements, RV's or enjoying the outdoors. See you on Zoom!
    • Health Insurance & 401K - Our competitive benefits package pays up to 90% of your premium, giving you access to great Medical, Dental, Vision, and Life Insurance options.
    • Career Opportunities - 'TEAM' is one of our core values and your main role will be to help Drips grow in your area of expertise. Opportunities to cross-functionally train and offer ideas that contribute towards the growth of Drips is not only welcome, but it's also expected.

    If you are passionate about ensuring high-quality customer interactions and have a keen sense of attention to detail, we invite you to apply for the position of Conversation Auditor. Join our team and contribute to creating exceptional customer experiences.

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    +30d

    Chatroom Operator

    DripsAkron, OH Remote

    Drips is hiring a Remote Chatroom Operator

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    +30d

    Production QC Associate

    DripsCleveland, OH Remote

    Drips is hiring a Remote Production QC Associate

    This is a remote part-time position only available to US residents of Ohio and Texas

    We are primarily looking to staff part time, Mon-Fri 8am-6pm EST/8am-5pm CDT
    This role is not eligible for anyone currently employed full time elsewhere

    Job Overview:

    This is a remote, part-time, entry-level position.

    We are looking for a Part TimeProduction QC Associate to help ensure the deliverability of our product. Production QC Associates primarily test our content by sending SMS messages across various providers and carriers and log the results, while making changes as necessary. You will be provided with a company laptop and set of three cell phones to use for testing. If you are a computer savvy person with a keen eye for detail, who’s self-motivated and a quick learner, we are interested in hearing from you!

    Compensation: $10-12/hour

    Hours:
    Part time, 12-28 hours/week
    Mon-Fri (8am-6pm EST/8am-5pm CDT).
    Flexible hours to fit your schedule!

    Specific Duties, Activities, and Responsibilities:

    • Test for the reliable delivery of SMS Text messages through extensive review of QC test results across multiple cellular carriers.
    • Adjust, retest, and document changes made to SMS campaigns.
    • Map specific pre-determined responses to frequent messages
    • Assist with miscellaneous data audits as needed

    Skills/Qualifications:

    • Computer capability - Microsoft Office (Word/Outlook/Excel)
    • College level English language grammatical skills.
    • Strong organizational skills - attention to detail, and exceptional verbal/ written skills
    • Problem-Solving - ability to interpret data, draw conclusions, and spot trends.
    • Work Ethic - Self-motivated and able to work independently or with a team
    • Cell Phone Reception- It is a requirement that you have adequate cell phone reception with the following cellular carriers: AT&T, T-Mobile, and Verizon Wireless

    What is Drips?
    Drips is an AI driven conversational SMS marketing platform; the first Conversational Texting® company of its kind, founding a new category and leading the way for some of the biggest brands in the world to improve engagement rates and outcomes for their prospects and customers. Operating completely remote, Drips helps clients increase lead conversions by communicating with their customers in the same way that people communicate with each other. Using conversational SMS, calls, email, and direct mail campaigns, Drips automates conversation in a way that works, and works well.
    Drips enables brands to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling, and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable brands.
    Drips’ focus on empowering brands to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. And we are looking to accelerate the next era of growth and expansion of our team.

    Check us out!

    https://drips.com/about-us

    https://www.accel-kkr.com/portfolio/drips/

    https://www.linkedin.com/company/drips/

    https://www.instagram.com/drips/?hl=en

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    +30d

    Client Success Analyst

    DripsDallas, TX Remote

    Drips is hiring a Remote Client Success Analyst

    Client Success Analyst

    About Drips

    Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.

    Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team.

    However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!

    Job Overview

    The Client Success Analyst is a critical component of the Client Success team, living in the critical details of our clients’ Drips campaigns. The ideal candidate for this intermediate-level to mid-level role is determined to help clients achieve and surpass the success metrics laid out for each campaign. They are responsible for reviewing daily, weekly, and monthly performance trends to identify performance issues to remedy or think up creative solutions to optimize a campaign. For optimizations, they will identify A/B tests and align with the client and Client Success Manager to run and then manages implementation and results. A Client Success Analyst must be able to wear many hats as they move from analyzing performance data into summarizing it and implementing performance optimizations. In addition, the CIM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned.

    Duties/Responsibilities

    The Client Success Analyst role can be broken down into two key areas. Those key areas and the related responsibilities include:

    Project Performance Analysis

    • Become an expert at the inner workings of a Drips campaign – how it is set up in the Drips platform and the key pieces of the campaign to analyze on a regular basis. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends.
    • Review daily, weekly, and monthly performance against success metrics defined for each campaign. Dig into areas of poor performance to resolve issues or identify improvement opportunities, including opportunities for A/B tests.
    • Provide operational support to the Client Success team by applying product knowledge and problem-solving skills to drive success of campaigns, address reported issues, and answer requests.
    • Partner with Client Success Manager to deliver performance reporting for client campaigns. Create supplemental performance reports to provide detail supporting recurring performance reviews (weekly, biweekly, monthly, quarterly depending on client profile).
    • Utilize Salesforce Cases to communicate campaign design requirements to Production team for setup. When setup is complete, test prior to launch, then analyze initial performance.

    Cross-Functional Effectiveness

    • Operate in a cross-functional team supporting a shared set of clients. On a regular basis, a Client Success Analyst will collaborate with a Client Success Manager, Project Manager, and Account Manager. They will also be responsible for collaborating with Production team members for campaign setup and testing.
    • Ensure relevant client documentation related to performance and troubleshooting is produced and maintained in appropriate systems for internal and external use.
    • Actively use key internal systems (Salesforce, Tableau, HelpJuice) to manage, monitor and document client account information and performance.
    • Work with team members to identify opportunities to further evolve, standardize and improve client success operations.

    Profile for Success in this Role

    • Friendly, flexible, and comfortable working with a variety of internal teams across Sales, Operations, and Product Development.
    • Detail-oriented and committed to digging in deep to solve problems and overcome obstacles
    • An articulate communicator who doesn’t shy away from a challenge.
    • Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing.
    • A positive can-do attitude in a culture that prides itself on the belief that we are stronger together.
    • A team player with patience for ambiguity.
    • Eager to contribute & not afraid to ask questions.

    Required Skills

    • Bachelor’s Degree or equivalent customer service or account management experience.
    • 2-4 years of experience in a technical environment and/or as a relationship-building professional.
    • Adept with Microsoft Office suite. Fast learner of software (Salesforce, Tableau).
    • Experience or comfort with using Microsoft Teams and other messenger services to communicate.
    • Comfortable translating complex ideas and issues to an uninformed audience.
    • Ability to manage and support tasks and due dates for multiple clients at once.
    • Strong organizational skills. Keen ability to pay attention to the details.
    • Exceptional verbal and written skills.
    • Must be a self-starter able to work with limited supervision.
    • Ability to work independently as well as part of a team in a remote environment.

    Preferred Skills

    • Experience in affiliate marketing or lead generation space, marketing campaign management.
    • Working knowledge of web-based SaaS products.
    • Experience working in a growing tech company.
    • Experience in a performance marketing environment
    • Experience working with enterprise clientele.

    Drips Core Values

    Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core value

    Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

    Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”

    Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

    Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

    Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

    ** Must be currently living in the U.S. / are authorized to work in the U.S.

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