Email Deliverability Specialist

Details

You'll join Customer.io's deliverability program within Technical Support and help customers reach the inbox by diagnosing sending issues, advising on best practices, and guiding senders through the evolving email ecosystem. The role partners with Customer Success, Technical Support, Engineering, Product, and customers to resolve complex technical cases, improve processes, and scale deliverability support through documentation and training.

Responsibilities

• Act as a trusted deliverability advisor to customers, handling complex cases through resolution and leading customer calls when needed.
• Audit sender setup and monitor reputation across IPs and domains.
• Use SPF, DKIM, DMARC, BIMI, DNS configuration, Google Postmaster Tools, Yahoo Sender Hub, and Microsoft SNDS to diagnose blocklists, spam traps, and engagement drops.
• Investigate highly technical issues with Engineering and share trends from customer cases with Product and Engineering.
• Identify acceptable use policy violations and spam complaints, discuss compliance directly with customers, and monitor evolving standards including Gmail and Yahoo sender requirements, CAN-SPAM, and GDPR.
• Equip Customer Success Managers and Technical Support with deliverability knowledge through coaching, documentation, and training.
• Improve processes, tools, help content, Academy courses, and proactive customer guidance so deliverability support can scale.

Requirements

• 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.
• Deep understanding of email authentication, including SPF, DKIM, DMARC, and BIMI, as well as SMTP, MTAs, and DNS infrastructure.
• Technical ability to work through complex issues with Engineering.
• Proficiency with Google Postmaster Tools, Yahoo Sender Hub, Microsoft SNDS, and third-party deliverability monitoring tools such as Everest, MXToolbox, or similar.
• Ability to analyze bounce, engagement, and blocklist data and turn it into clear recommendations.
• Working knowledge of email compliance and acceptable use standards.
• Experience building or improving processes, documentation, or training for a support or deliverability team.
• Excellent written and verbal communication skills, including the ability to lead customer calls and simplify technical concepts for any audience.
• Located in the United States or Canada.
• Bonus: participation in deliverability communities such as M3AAWG or ESPC, and experience partnering with Customer Success teams.

Benefits

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employees and their families.
• 16 weeks of paid parental leave.
• Unlimited PTO.
• Remote work and wellness stipends.
• Professional development budget.
• Inclusive benefits supporting employee well-being and growth.

Hiring Process

• 30-minute video call with a Recruiter.
• 45-minute video call with the Hiring Manager.
• 60-minute Case Study Review call with Cross-Functional Partners.
• 30-minute video call with a potential Team Member.
• 30-minute final video call with Senior Leadership.

Final candidates will complete a background check and employment verifications. Interviews are conducted virtually using Zoom.