Email Deliverability Specialist

customerio; United States; Remote; USD 102,000 - 110,000; Full time

Benefits offered by this job

Stock options

Remote work stipend

Wellness stipend

Professional development budget

Parental leave

Unlimited PTO

Job summary

Customer.io is seeking a deliverability specialist to help customers improve email delivery and protect sender reputation. You will investigate complex deliverability issues, guide cases to resolution, and collaborate with engineering to drive improvements in our support program.

The role requires 2–4 years in email deliverability, strong knowledge of SPF/DKIM/DMARC, and the ability to translate data into practical guidance.

Qualifications

• 2–4 years of email deliverability experience in high-volume sending.
• Strong knowledge of authentication, DNS, and deliverability signals.
• Experience turning bounce, engagement, and blocklist signals into practical recommendations.
• Strong written and spoken communication; able to lead customer calls.

Responsibilities

• Diagnose sending issues, guide resolution, and lead calls.
• Review sender configuration and reputation, including DNS and blocklists.
• Partner with engineering on technical investigations and share issues with product/engineering teams.
• Address acceptable-use concerns and spam complaints with customers.
• Coach teams and create scalable documentation and training.
• Improve team processes and tools based on patterns observed in customer cases.

Skills

Email deliverability experience

Communication skills

Leadership of calls

Process improvement

Tools

SPF

DKIM

DMARC

BIMI

SMTP

DNS

Deliverability monitoring tools

Job description

Role overview

Help customers improve email delivery and protect sender reputation as part of a technical support function. The work combines hands-on investigation of complex deliverability problems with customer guidance, cross-team collaboration, and improvements to the support program.

Responsibilities

• Diagnose customer sending issues, guide cases through resolution, and lead calls when direct discussion is useful.
• Review sender configuration and reputation, including authentication, DNS, provider feedback, blocklists, spam traps, and engagement trends.
• Partner with engineering on technical investigations and share recurring customer issues with product and engineering teams.
• Address acceptable-use concerns and spam complaints through clear conversations, applying current email and privacy requirements.
• Coach support and customer success colleagues, and create documentation, training, and guidance that scale deliverability support.
• Improve team processes and tools based on patterns observed in customer cases.

Requirements

• 2–4 years of email deliverability experience at an email service provider, B2B software company, or marketing automation platform, with exposure to high-volume sending.
• Strong knowledge of SPF, DKIM, DMARC, BIMI, SMTP, mail transfer agents, and DNS.
• Experience using mailbox-provider data and deliverability monitoring tools; able to turn bounce, engagement, and blocklist signals into practical recommendations.
• Working knowledge of email compliance and acceptable-use standards, and confidence discussing noncompliant sending with customers.
• Experience improving team processes, documentation, or training.
• Strong written and spoken communication, including explaining technical topics and leading customer calls.
• Located in the United States or Canada.

Nice to have

• Participation in email deliverability communities or experience partnering with customer success teams.

Benefits and work setup

• Posted starting salary range: $102,000–$110,000 USD, or local equivalent, adjusted for experience and market conditions; stock options are also included.
• Medical, dental, vision, mental health, and supplemental insurance premiums are fully covered for the employee and family.
• Includes 16 weeks of paid parental leave, unlimited paid time off, remote-work and wellness stipends, and a professional development budget.