About The Team

Sparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom.

The Product team at Sparrow defines and drives the roadmap for how our technology evolves, and our customer communications sit squarely within that team. We move quickly, rely on data, and care deeply about the accuracy and impact of every message we send. From transactional to engagement campaigns, our communications are a critical part of the customer experience.

About The Role

The Customer Communication Specialist will support the day-to-day execution of Sparrow’s email, push, and SMS programs. This is a hands-on, execution-focused role.

In this role, you will be focused on campaign building, QA, monitoring performance, flagging issues, and drafting copy. Attention to detail is a key skill to help make sure customers receive accurate, timely, and relevant messages across all communication. You will work closely with cross-functional teams, including acquisition, fraud, collections, and account management, to ensure effective communication throughout the customer journey.

This person will report to the Manager of Customer Communication Strategy.

In This Role, You Will:

• Build, QA, and deploy email, push, and SMS campaigns and automated flows in communication tools such as Iterable, MoEngage, or Braze.
• Maintain internal trackers, campaign logs, and documentation.
• Monitor campaign performance and delivery to ensure successful execution and identify any issues or anomalies.
• Support performance tracking by pulling and organizing key metrics such as delivery rates, open rates, and engagement trends.
• Help drive ongoing campaign optimization efforts by identifying trends and areas for improvement.
• Draft and refine copy for email, push, and SMS communications, ensuring clarity, accuracy, and brand alignment.
• As a member of a dynamic, fast-growing start-up, you’ll have the opportunity to contribute on a wide variety of other duties as needed.
   

Qualifications:

• Bachelor’s degree in Marketing, Communication, Journalism, Business, or a related field.
• Minimum of 2+ years of experience in email marketing, lifecycle marketing, marketing operations, or a similar role.
• Hands-on experience using a CRM or marketing automation platform such as MoEngage, Braze, Iterable, Klaviyo, Salesforce Marketing Cloud, or similar.
• Strong attention to detail with proven ability to monitor live campaigns, catch issues in real time, and ensure accurate customer-facing communications.
• Comfortable working cross-functionally with technical and non-technical teams.
• Familiarity with email, SMS, and push performance metrics and campaign reporting.
  Strong writing skills with the ability to craft clear, engaging, and on-brand copy across customer-facing channels.
• Proficiency with Microsoft Office and Google Workspace programs required.
   

Nice to Haves:

• Financial services or fintech experience is a strong plus.
• Familiarity with compliance requirements related to email, SMS, and push notifications (e.g. CAN-SPAM, TCPA, etc.)
• Basic HTML/CSS for email editing.
• Experience with A/B testing and campaign optimization