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Customer.ioEmail Deliverability Specialist
Customer.io is hiring an Email Deliverability Specialist for its Technical Support team. The role helps customers reach the inbox by pinpointing sending problems, recommending good practices…
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About This Role
Customer.io is hiring an Email Deliverability Specialist for its Technical Support team. The role helps customers reach the inbox by pinpointing sending problems, recommending good practices and steering senders through an email landscape that never stops shifting. The specialist is part of a deliverability program in which expertise is shared across Technical Support. Customer.io serves more than 9,000 companies that use its platform to send email, mobile push alerts, in-app…
Job Description
Customer.io is hiring an Email Deliverability Specialist for its Technical Support team. The role helps customers reach the inbox by pinpointing sending problems, recommending good practices and steering senders through an email landscape that never stops shifting. The specialist is part of a deliverability program in which expertise is shared across Technical Support.
Customer.io serves more than 9,000 companies that use its platform to send email, mobile push alerts, in-app messages and text messages driven by real-time behavioral data. The posting describes a culture built on empathy, clarity, collaboration and continuous learning.
The specialist acts as a trusted deliverability adviser, handles complex cases through to resolution, and leads customer calls when a conversation requires it. The work includes auditing sender setups and monitoring reputation across IP addresses and domains, using authentication standards (SPF, DKIM, DMARC and BIMI) plus DNS settings and provider dashboards (Google Postmaster, Yahoo Sender Hub, Microsoft SNDS) to find blocklisting, spam trap hits and engagement drops. The specialist works with Engineering on technical issues, identifies acceptable use violations and spam complaints, and discusses compliance directly with customers. Keeping up with sender requirements from Gmail and Yahoo, along with CAN-SPAM and GDPR, is part of the job.
The specialist also trains Customer Success and Technical Support colleagues through coaching, documentation and training. They improve help content, Academy courses and proactive guidance so deliverability support can grow with the company.
The posting asks for two to four years of deliverability work at an email service provider, a B2B SaaS business or a marketing automation platform, preferably at a company of mid-size or larger scale. Candidates need a working understanding of email authentication and infrastructure, including SMTP, MTAs and DNS, and must be based in the US or Canada.
Responsibilities
- Act as a trusted deliverability adviser and lead customer calls when needed
- Audit sender setups and monitor reputation across IP addresses and domains
- Diagnose blocklisting, spam trap hits and engagement drops using authentication, DNS and provider data
- Investigate technical issues with Engineering and pass along patterns from client tickets to Product and Engineering teams
- Identify acceptable use violations and spam complaints, and discuss compliance directly with customers
- Keep up with sender standards from Gmail, Yahoo, CAN-SPAM and GDPR
- Coach and train Customer Success and Technical Support teams on deliverability conversations
- Improve help content, Academy courses and proactive guidance so support can scale
Requirements
- 2 to 4 years of deliverability experience at an ESP, B2B SaaS business or marketing automation platform, ideally at larger scale
- Deep understanding of SPF, DKIM, DMARC and BIMI, plus SMTP, MTAs and DNS
- Ability to work through complex technical issues with Engineering
- Proficiency with Google Postmaster, Yahoo Sender Hub, Microsoft SNDS, plus third-party tools such as Everest or MXToolbox
- Analytical strength for converting bounce, engagement and blocklist figures into clear advice
- Practical grasp of email compliance rules and acceptable use policies
- Track record of building or refining processes, documents or training
- Strong spoken and written communication, including hosting customer calls
- Based in the US or Canada
Qualifications
- Participation in deliverability communities such as M3AAWG or ESPC
- Experience working alongside Customer Success groups
Core Skills
Benefits
- Employer covers 100 percent of premiums for medical and dental plans, vision, mental health add-ons and supplemental policies for families
- 16 weeks of paid parental leave
- Unlimited PTO
- Allowances for home-office setup and wellbeing
- Professional development budget
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the starting salary?
The posting lists a starting salary of $102,000 to $110,000 USD, or the local equivalent. Pay varies with experience and may be adjusted for the market.
Where must the candidate be located?
Candidates need to live in the US or Canada. The listing shows the role as remote.
What is the interview process?
The process includes a 30-minute recruiter video call, a 45-minute hiring manager call, a 60-minute case study review with cross-functional partners, a 30-minute call with a potential team member, and a 30-minute final call with senior leadership.
How are offers and interviews run?
The posting says interviews take place over Zoom and offers are sent in writing on official letterhead. Candidates with questions are directed to the company's jobs email address.
Sample Interview Questions
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