Email Deliverability Specialist

Customer.io; United States; Remote; USD 102,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Parental leave (16 weeks)

Remote work stipends

Professional development budget

Job summary

Customer.io is seeking an Email Deliverability Specialist to join our Technical Support team in the United States. You will diagnose sending issues, advise on best practices, and guide senders through an evolving email ecosystem to help reach the inbox.

You'll collaborate with Customer Success, Engineering, and Support to share knowledge, own investigations, and turn findings into documentation and training that scale across the organization.

Qualifications

• 2–4 years of experience in email deliverability at a mid-size or large ESP, B2B SaaS or marketing automation platform.
• Deep understanding of email authentication (SPF, DKIM, DMARC, BIMI) and infrastructure (SMTP, MTAs, DNS).
• Experience with deliverability monitoring tools and turning analytics into recommendations.

Responsibilities

• Act as a trusted deliverability advisor to customers and lead complex cases to resolution.
• Audit sender setup and monitor reputation across IPs/domains; diagnose blocks and engagement drops.
• Collaborate with Engineering to take ownership of investigations and share trends with Product.
• Identify acceptable use policy violations and communicate compliance with customers.
• Coach and document for CSMs and Technical Support to scale deliverability conversations.
• Improve processes and create proactive guidance to scale across the org.

Skills

Deliverability

Communication

Troubleshooting

Data interpretation

Tools

Google Postmaster Tools

Yahoo Sender Hub

Microsoft SNDS

Everest

MXToolbox

Job description

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. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

Hi, my name is Caitlin, Senior Manager, Technical Support at Customer.io , 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.

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.

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.

What we value

Empathy and curiosity: You approach every customer with patience and a desire to dig deeper, especially when a conversation gets uncomfortable.

Clarity: You explain complex technical concepts simply and help others do the same.

Collaboration: You build strong partnerships across Support, Customer Success, and Engineering, and you treat customer outcomes as a shared goal.

Thinking at scale: You look at how we do things today and see what could work better for the whole organization, then you help make it happen.

Continuous learning: You stay ahead of evolving standards and see change as a chance to improve how we work.

What you'll do

• Act as a trusted deliverability advisor to customers, handling complex cases through to full resolution and leading customer calls when a conversation needs it
• 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
• Work through highly technical issues with Engineering, taking ownership of the investigation first and sharing trends from customer cases with Product and Engineering
• 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)
• Equip CSMs and Technical Support with the knowledge to handle deliverability conversations, through coaching, documentation, and training
• 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

What we're looking for

• 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 (SPF, DKIM, DMARC, BIMI) and infrastructure (SMTP, MTAs, DNS), with the technical comfort to work through complex issues with Engineering
• 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
• Working knowledge of email compliance and acceptable use standards, and comfort having direct conversations with customers who are sending outside of them
• Experience building or improving processes, documentation, or training that help a support or deliverability team scale
• Excellent written and verbal communication, including comfort leading customer calls and simplifying technical concepts for any audience
• Located in the United States or Canada
• Bonus: participation in deliverability communities (M3AAWG, ESPC, or similar) and experience partnering with Customer Success teams

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.

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

• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
• 16 weeks paid parental leave, unlimited PTO
• stipends for remote work and wellness
• a professional development budget

All final candidates will be asked to complete a background check and employment verifications as part of our pre‑employment process.

Customer.io 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.

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 Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [e-mail] .

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As set forth in Customer.io’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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