Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Global Service Delivery team is dedicated to providing a world-class end-to-end customer experience across our products and services. As a Service Delivery Manager, you will serve as the primary liaison and advocate for strategic accounts, managing them autonomously to ensure operational excellence. As a key advisor to senior leadership, the Service Delivery Manager collaborates with sales on account strategy and revenue growth, conducts regular service reviews, and works to boost customer satisfaction and service adoption.

What You'll Do:

• Build and sustain strong relationships with your portfolio of strategic and high-value customers, acting as a trusted advisor and advocate throughout their journey with Bandwidth. As the primary contact for these key accounts, you will manage all aspects of the customer relationship, including tailored service solutions and customized support. Proactively identify and address potential issues before they affect the customer, mitigating churn risk, safeguarding revenue, and ensuring a seamless experience. Additionally, you will be responsible for preparing meeting materials, including slide decks and agendas, to facilitate productive discussions and align on goals and strategies.
• Collaborate with internal teams, such as Product and Operations, to address customer challenges, highlighting areas for improvement and assisting in the identification of potential innovations.
• Leverage in-depth technical knowledge to share best practices with customers to help them effectively utilize our services while identifying and alerting on potential risks, minimizing downtime and potential revenue loss.
• Facilitate root cause analysis and problem-solving initiatives by partnering with Product, Operations, and Development teams to tackle complex customer issues and put preventive measures in place.
• Relay customer feedback to leadership, providing insight about potential product and service enhancements.
• Serve as key contact within the Operations department to facilitate smooth interaction among teams, ensuring timely response and solution delivery for customer requests.
• Identify and suggest improvements to existing processes to enhance customer experience and operational efficiency.
• Collaborate with internal teams and leadership to implement new processes and tools that enhance service delivery and boost customer satisfaction, to support operational excellence.
• Engage with a diverse range of clients and internal teams, valuing different perspectives and fostering cooperation to achieve positive outcomes.
• At times, they may be required to join and lead after-hours conference bridges in the event of a major service outage or event.
• Some travel is required to client site(s), both domestic and (potentially) international.

What You Need:

• Education: 4 Year college degree required
• Experience: 3+ years experience in customer-facing account management or program management role, with strategic customers. Familiarity with customers generating significant annual revenue. Experience in engaging with leadership and contributing to C-Level discussions.
• Knowledge: The ideal candidate will be familiar with Program Management, VoIP, VoIP routing, Local Number Portability (LNP), and account management experience.
• Skills: Experience managing complex and challenging relationships with large ($10 Million USD annual revenue) customers, Management, API and basic software development, Project Tracking Software (Jira), CRM (Salesforce), Microsoft Excel, PowerPoint, Customer Ticketing Platforms (Zendesk), Google Suite.

Bonus Points:

• Experience: The candidate would demonstrate a strong history of customer management and support. 3+ years of strongly demonstrated customer support, ideally with wholesale/enterprise accounts, and specifically in Telecommunications, VoIP, 9-1-1 VoIP, PSAP experience, or 9-1-1 dispatch experience.
• Knowledge: Knowledge of VoIP and VoIP 9-1-1 familiarity is strongly preferred. The ideal candidate will demonstrate an understanding of SIP routing and terminology. Knowledge of LNP (Local Number Portability), and familiarity in working with wholesale scaled businesses.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Global Revenue Cycle Analyst is a meticulous and inspiring team member dedicated to ensuring the precision and timeliness of billing and invoicing across our global markets. As a detail-oriented critical thinker, you will learn complex functions and leverage sharp analytical skills to resolve intricate billing discrepancies within a fast-paced environment. This role is essential to maintaining global billing integrity by navigating nuances with adaptability and high-level accuracy. 

What You'll Do:

• Runs the monthly billing cycle utilizing multiple billing platforms and resources, ensuring accurate and timely delivery of customer invoices. Responsible for analyzing telecom contracts, invoices, and various billing reports assisting with internal customer inquiries confirming the validity and accuracy of associated billing, and making billing adjustments as necessary.
• Supports internal teams and global customers by generating manual invoices and custom invoice lines as needed. Acts as a key resource for resolving non-standard billing requests, ensuring accuracy and consistent service for complex international accounts.
• Conducts monthly audits across multiple billing platforms to verify the accuracy of records and ensure SOX compliance. Collaborates with internal and external auditors to identify and remediate potential material weaknesses, maintains required documentation, and presents walkthroughs to validate the reliability of manual and automated billing processes.
• Responsible for resolving unexpected challenges in a limited amount of time. Analyzing large data sets provided by internal teams to validate/resolve existing issues and integrating processes to make reviewing data more efficient.  Working with the internal teams to ensure that they have completed the necessary steps to resolve any errors found by the analyst ahead of the following billing cycle.
• Works closely with Finance to support monthly revenue close cycle within established deadlines. Performing regular testing to ensure new solutions/systems enhancements are adequately tested to minimize material impacts on Bandwidth’s revenue stream.
• Acts as a Subject Matter Expert (SME) for product offerings, maintaining strong partnerships with key product teams to oversee the billing lifecycle of new services, from initial SKU creation to final invoice delivery. Proactively participates in the SKU creation process, collaborating with product owners and leadership to advocate for billing feasibility and ensure all new products and services meet our billing requirements.  
• Foster relationships with key billing partners such as Billing Dev Ops, Netsuite Team, and other internal stakeholders; establish strong partnerships to effectively communicate status, define critical issues & impacts, design mitigation plans and help articulate/drive required decisions.
• Leads billing cycle stakeholder meetings, prepares, and sends out necessary information ahead of the meetings. Attends department meetings and document meeting notes to inform the team and absent stakeholders.
• Prepare and execute the monthly Revenue Share process while working closely with the Carrier team and acting as the liaison between internal teams and the Revenue Share customer.
• Functions as a cross-trained resource providing critical backup support for the Billing Configuration Specialist and Business and Revenue Assurance Data Analyst. Actively assists with departmental projects and ensures operational continuity by covering key responsibilities during team absences.
• Knowledge of Bandwidth contracts including service order forms and rate sheets, to determine the different process flows based on the product and the pricing scheme used.
• Research discrepancies within contracts and maintain open communication with Sales Support and others in the Sales organization, to clarify all details and intent of all Onboarding cases.
• Ensure all contracted rates are entered into billing accounts correctly to prevent downstream impacts such as billing disputes and issuing of large credits on customer accounts including new customer and existing customer rate changes.
• Process and complete all Onboarding cases within 2-day SLA, while maintaining at least a 98% level of accuracy.
• Ensures accuracy by demonstrating command and knowledge of billing processes and procedures, to certify rates are implemented and made effective on the correct dates.
• Conducts training and knowledge transfer to other Cycle & Revenue Assurance team members

Working Conditions:

• Works in a normal office environment with occasional travel required.
• Weekend, holiday, and night work may be required based on billing cycles and month end close.

What You Need:

• Bachelor’s Degree
• At least 1+ years experience in billing
• 1-2 years analytical experience
• Strong verbal and written communication skills
• Ability to work within the parameters of the outlined Working Conditions above.
• Ability to communicate complex and/or technical information clearly and concisely to all levels within the organization using tact, common courtesy, persuasion, and discretion 
• Strong MS Excel skills
• Attention to detail, critical thinking, analytical, problem-solving, and organizational skills
• Ability to focus, complete tasks accurately and thrive in a fast-paced environment
• Ability to think creatively, improve processes, evaluate and resolve problems effectively.
• Positive attitude is a must!

Bonus Points:

• Previous Telecom billing experience is a plus.
• Salesforce, Netsuite or Intercom experience
• General accounting and financial reporting as it applies to the billing function
• Snowflake, SQL database, Sigma

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Message Registration Support Analyst supports the Message Registration Support team in registering customer A2P campaigns across messaging channels (Short Code, Toll-free, 10DLC). This entry-level role involves basic data collection, campaign analysis, and report generation to ensure campaigns align with current Bandwidth and industry policies. Analysts engage in a consultative and educational manner, helping customers achieve compliance and successful campaign execution.

This position is 2nd shift and hours will be from 11am - 8pm EST (Monday- Friday).

What You'll Do:

• Assist with oversight, direction, and support to ensure timely processing of customer A2P text messaging campaign registrations.
• Serve as initial contact for customer questions and basic compliance inquiries.
• Support internal stakeholders and team members in resolving routine problems and escalations.
• Represent team interests in internal meetings, providing foundational input.
• Contribute to maintaining internal processes and documentation.
• Assist in partnerships with messaging vendors for process improvements.
•  Stay informed about messaging industry standards and trends.
•  Prepare basic reports on team activities and campaign compliance.

What You Need:

• Education:  
  • Bachelor's degree in Marketing, Business, Analytics, or related field.
• Experience: 
  • 0-2 years of experience in compliance, analytics, customer service, or related fields.
• Knowledge: 
  • Basic understanding of compliance standards in messaging.
• Skills:
  • Familiarity with standard analytical tools (Excel, Tableau)

Bonus Points:

• Education:
  • Additional training or coursework in compliance or analytics.
• Experience:
  • Previous internship or entry-level role related to messaging or compliance.
• Knowledge:
  • Familiarity with messaging industry platforms.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

As a Number Porting Specialist, you will play a key role in managing carrier relationships and ensuring efficient Local Number Portability (LNP) for our customers. This position involves overseeing the end-to-end porting process, including order management, real-time coordination with field technicians, and collaboration with providers to secure timely Firm Order Confirmations (FOC). You’ll serve as the primary contact for porting escalations, internal inquiries, and customer requests, providing expert support and fostering a collaborative, customer-focused team environment.

The ideal candidate will bring exceptional customer service skills, thrive in a dynamic, fast-paced setting, and excel at building productive relationships with vendors to resolve issues swiftly and effectively.

What You'll Do:

• Customer Assistance: Guide customers through the number porting process, ensuring a seamless transition by proactively resolving issues and removing roadblocks.
• Order Management and Monitoring: Accurately process and oversee orders for local, off-net, and toll-free numbers across platforms like Iris, ZenDesk, and other third-party systems, ensuring timely completion and quality control throughout all stages.
• Team Collaboration: Work collaboratively with team members to enhance the overall porting experience for both customers and colleagues.
• Escalation Management: Serve as the primary escalation contact, coordinating with carriers, provisioning teams, and leadership to ensure timely communication and resolution.
• Vendor Relations: Cultivate strong relationships with external carriers to facilitate quicker problem resolution.
• CSR and Number Activation: Obtain and validate Customer Service Records (CSRs) and Letters of Agency (LOAs) from carriers, and activate numbers in SOA/NPAC with accuracy and compliance

What You Need:

• Education:
  • Bachelor’s degree in Telecommunications, Communications, Business, or a related field is preferred.
• Experience: 
  • Proven ability to lead and motivate a team, demonstrating strong leadership and team-building skills.
  • A natural leader who drives change and fosters a culture of excellence.
• Knowledge: 
  • Minimum of 2 years of experience in the VoIP industry, with a solid understanding of LNP processes and a strong customer service background to enhance client support and satisfaction.
• Skills:
  • Exceptional communication skills, advanced proficiency in Microsoft Office Suite and Google Workspace, and a strong aptitude for problem-solving in fast-paced environments.
  • They demonstrate flexibility and adaptability, with a passion for delivering excellent customer experiences and achieving high satisfaction.
  • Highly organized and self-motivated, they thrive in independent work while fostering a collaborative and supportive team dynamic

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

Bandwidth’s Billing Operations Team is responsible for ensuring Bandwidth customers receive accurate and timely invoices and provide timely payment. The Global Billing Analyst I would be responsible for performing overall customer billing support while building account knowledge and relationships with our customers. The successful candidate inspires other team members, provides excellent global customer service, manages complex functions, thinks creatively, and solves problems in a fast-paced environment.

What You'll Do:

• Works independently to solve common unambiguous global billing inquiries via telephone and ticketing system within established SLAs resolving issues utilizing multiple billing platforms, collaboration and resources.
• Develops proficiency with tools, reports and portals used by the billing operations team to handle a variety of customer billing inquiries.
• Learns how to analyze global contracts, invoices, and billing detail records to assist with internal and external customer inquiries confirming validity and accuracy of associated billing. Utilizes training material, documentation, and collaboration.
• Processes invoice disputes in accordance with documented processes and procedures while working directly with customers to correct issues, building and maintaining client relationships. Collaborates with team and/or manger when necessary. Escalates when appropriate.
• Able to generate solutions using critical thinking; however, solutions are limited in scope.
• Creates relationships with key billing partners such as Customer Success, Sales, Finance, and other internal stakeholders to obtain desired results.
• Regularly attending product meetings to obtain knowledge on new products and existing products. Learning product features and how they flow through the billing system at a high level.
• Supports monthly revenue close cycle within established deadlines.
• Demonstrates accountability and ownership for the quality and timeliness of work.
• Manages own time and follows instruction well. Utilizes available documentation to resolve issues, using help from leadership as a final tool.
• Serves our customers by communicating timely, accurately, empathetically and respectfully, always displaying the Bandwidth brand. Builds credibility by making commitments and following through while building rapport. Communicates with other team members when solving issues while updating leaders/asking for help from more senior team members when needed.
• Interfaces with Bandwidth leadership effectively communicating status, defining critical issues & impacts, designing mitigation plans, and articulating/driving required decisions. Understands when and how to escalate to management to identify optimal solution for customers; may collaborate with team or manager for guidance.
• Complete special projects that require collecting, analyzing, and processing global telecommunications and network service data.

What You Need:

• Education:
  • Bachelor’s Degree
• Experience:
  • 1 to 2 year experience in customer service.
  • 1 year of billing experience a plus!
• Skills:
  • Strong verbal and written communication skills.
  • Ability to work within parameters of the outlined working conditions listed above.
  • Ability to communicate complex and/or technical information clearly and concisely to all levels within the organization using tact, common courtesy, persuasion and discretion.
  • Intermediate - Advanced Excel skills.
  • Critical thinking, analytical, problem solving, and organizational skills.
  • Ability to focus, complete tasks accurately and thrive in a fast-paced environment.
  • Ability to think creatively, improve processes, evaluate and resolve problems effectively.
  • Positive attitude is necessary!

Bonus Points:

• Experience:
  • 1-2 years analytical experience. Salesforce, Netsuite or Zendesk experience.
  • Experience in billing a plus.
• Knowledge:
  • Microsoft Office, SQL/Snowflake database

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Traffic Performance Analyst works under the supervision of the Risk Manager, and serves as a subject matter expert on all things related to the existing customer traffic health. This role will require background in both telecom/CPaaS fields as well as the regulatory landscape of both global voice and messaging services. This role will include coordinating internal efforts to align the business on key health metrics for both voice and messaging, and manage communication related to the performance of a customer’s traffic on the Bandwidth network.

What You'll Do:

• Lead ongoing traffic management processes and work cross functionally with Product, Sales, Legal and Operations to coordinate consistent feedback loops for customers and internal team regarding traffic trends and coordinate remediation and optimization strategies.
• Provide confident explanations to Sales, Product and Legal with regard to traffic management efforts on a customer by customer basis.
• Serve as an expert and trusted resource to team members Risk Management and the Bandwidth Sales Team on industry and customer use case trends and patterns.
• Own the Customer Traffic Health weekly cadence, suggesting plans and actions based on traffic data and communicating said plans out to the business.
• Represent Bandwidth and the Risk Team in cross-functional meetings and external calls and documentation, and speak confidently on Bandwidth’s position in the industry as it relates to traffic integrity and industry standards.
• Join customer calls to present traffic health data and provide actionable guidance on industry best practices for messaging and voice delivery.
• Foster relationships with key cross-functional teams, and stay highly in touch with TCPA/CTIA guidelines and other industry or internal standards that are used to inform the Risk Assessment process.
• Advise the Risk Manager on emerging risks or data trends and suggest appropriate traffic health and sustainability strategies.
• Manage complex projects from start to finish that transform traffic performance processes, procedures, and reporting capabilities under the supervision of the Risk Manager.
• Support the needs and overall goals of the Business Operations team by rolling Risk Mitigation data into monthly key reports that illustrate the balance of network health and revenue growth to the executive team.
• Contribute to an effective team environment with a willingness to work with others to achieve a shared goal.
• Assist in other projects and day-to-day Business Operations tasks as needed.

What You Need:

• Education:
  • Bachelor’s degree preferred.
• Experience:
  • Minimum 2-4 years of business risk analysis and/or legal role preferred, specifically related to the CPaaS space.
  • Advanced proficiency in MS Excel and proficiency in other MS-Office applications (Word, Access, PowerPoint) required. 
• Knowledge:
  • Well versed in understanding risk analysis as it relates to the overall revenue and legal implications of a public company.
  • Knowledge of regulations and industry best practices within the telecommunications industry.
  • Proven record of making high-value decisions under pressure and working collaboratively with teams to achieve a common goal by navigating various internal organizations.
  • Ability to focus and complete tasks using strong verbal and written communications skills.
  • Working knowledge of data analysis and business reporting tools and practices.
  • Must be extremely comfortable conducting research online and learning new software.

Bonus Points:

• Knowledge:
  • Experience with Salesforce, data visualization tools (Domo, Tableau, etc.), or other cloud-based business management tools.
  • Advanced data analytics skills.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.