Email Deliverability Specialist

<h3>About <a href="http://customer.io/">Customer.io</a></h3> <p>Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. <a href="http://Customer.io">Customer.io</a> powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.</p> <h3>About the role</h3> <p>Hi, my name is Caitlin, Senior Manager, Technical Support at <a href="http://customer.io/">Customer.io</a>, and I'm looking for an Email Deliverability Specialist to join our deliverability program within Technical Support. You'll help customers reach the inbox by diagnosing sending issues, advising on best practices, and guiding senders through an email ecosystem that keeps changing.</p> <p>You'll be one of several deliverability experts on a team that shares knowledge across Technical Support, so your work reaches well beyond your own queue. You'll partner with Customer Success, Technical Support, and Engineering: taking customer calls, equipping CSMs for customer conversations, working through complex technical cases alongside Engineering, and turning what you see in tickets into documentation, training, and better processes.</p> <p>You'll thrive here if you think about the health of the whole program, enjoy improving how work gets done, and are equally comfortable digging into a detailed case and having a direct conversation with a customer about acceptable use.</p> <h3>What we value</h3> <p><strong>Empathy and curiosity:</strong> You approach every customer with patience and a desire to dig deeper, especially when a conversation gets uncomfortable.</p> <p><strong>Clarity:</strong> You explain complex technical concepts simply and help others do the same.</p> <p><strong>Collaboration:</strong> You build strong partnerships across Support, Customer Success, and Engineering, and you treat customer outcomes as a shared goal.</p> <p><strong>Thinking at scale:</strong> You look at how we do things today and see what could work better for the whole organization, then you help make it happen.</p> <p><strong>Continuous learning:</strong> You stay ahead of evolving standards and see change as a chance to improve how we work.</p> <h3>What you'll do</h3> <ul> <li>Act as a trusted deliverability advisor to customers, handling complex cases through to full resolution and leading customer calls when a conversation needs it</li> <li>Audit sender setup and monitor reputation across IPs and domains, using authentication (SPF, DKIM, DMARC) and BIMI, DNS configuration, and provider tools like Google Postmaster Tools, Yahoo Sender Hub, and Microsoft SNDS to diagnose blocklists, spam traps, and engagement drops</li> <li>Work through highly technical issues with Engineering, taking ownership of the investigation first and sharing trends from customer cases with Product and Engineering</li> <li>Identify acceptable use policy violations and spam complaints, hold clear and direct conversations with customers about compliance, and keep up with evolving standards (Gmail and Yahoo sender requirements, CAN-SPAM, GDPR)</li> <li>Equip CSMs and Technical Support with the knowledge to handle deliverability conversations, through coaching, documentation, and training</li> <li>Improve processes, tools, and one-to-many resources, such as help content, Academy course and proactive customer guidance, so deliverability support scales across the organization</li> </ul> <h3>What we're looking for</h3> <ul> <li>2-4 years of experience in email deliverability at a mid-size or large ESP, B2B SaaS company, or marketing automation platform, with exposure to deliverability at scale</li> <li>Deep understanding of email authentication (SPF, DKIM, DMARC, BIMI) and infrastructure (SMTP, MTAs, DNS), with the technical comfort to work through complex issues with Engineering</li> <li>Proficiency with provider data feeds (Google Postmaster Tools, Yahoo Sender Hub, Microsoft SNDS) and third-party deliverability monitoring tools like Everest, MXToolbox, or similar, and the analytical skill to turn bounce, engagement, and blocklist data into clear recommendations</li> <li>Working knowledge of email compliance and acceptable use standards, and comfort having direct conversations with customers who are sending outside of them</li> <li>Experience building or improving processes, documentation, or training that help a support or deliverability team scale</li> <li>Excellent written and verbal communication, including comfort leading customer calls and simplifying technical concepts for any audience</li> <li>Located in the United States or Canada</li> <li>Bonus: participation in deliverability communities (M3AAWG, ESPC, or similar) and experience partnering with Customer Success teams</li> </ul> <h3>Compensation &amp; Benefits</h3> <p>We believe in transparency. Starting salary for this role is $102,000 - $110,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.</p> <p>We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including <strong>100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family</strong>. We also offer <strong>16 weeks paid parental leave, unlimited PTO</strong>, stipends for remote work and wellness, a professional development budget, and more.</p> <p><a href="https://customer.io/careers#:~:text=our%20collective%20success.-,BENEFITS,-Our%C2%A0">See full benefits here →</a></p> <h3>Our Process</h3> <p>No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.</p> <ul> <li>30-minute video call with a Recruiter</li> <li>45-minute video call with the Hiring Manager</li> <li>60 minute Case Study Review call with Cross-Functional Partners</li> <li>30 minute video call with potential Team Member</li> <li>30 minute final video call with Senior Leadership</li> </ul> <p>All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.</p> <p><a href="http://Customer.io">Customer.io</a> recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.</p> <p>Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official <a href="http://customer.io/">Customer.io</a> letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact <a href="mailto:jobs@customer.io">jobs@customer.io</a>.</p> <h3>Join us!</h3> <p>Check out our <a href="https://customer.io/careers/">careers page</a> for more information about why you should <a href="https://customer.io/about/">come work with us!</a> We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.</p> <p>&nbsp;</p>