Customer.io
Email Deliverability Specialist at Customer.io
$102,000–$110,000 / year
Apply for this positionRole overview
An at-a-glance view of the facts included with this Email Deliverability Specialist at Customer.io listing.
- Company
- Customer.io
- Location
- Remote, United States
- Work arrangement
- Remote
- Employment type
- Full-time
- Compensation
- $102,000–$110,000 / year
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Role overview
This job description has been rewritten in fresh language using the facts in the listing. Source credit and original listing details are available below.
Customer.io is hiring a full-time, remote Email Deliverability Specialist for its deliverability program within Technical Support. The role is listed as Remote, United States; the qualifications specify that candidates must be located in the United States or Canada. The specialist will advise customers on reaching inboxes, investigate sending problems, and help the team respond to changing email standards. The position works across Technical Support, Customer Success, and Engineering, handling customer conversations and complex cases while sharing insights that improve support across the organization.
The starting salary is $102,000–$110,000 USD per year, or the equivalent in local currency, depending on experience and subject to market-rate adjustment. Benefits include full 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; and a professional development budget.
The interview sequence consists of a 30-minute recruiter call, a 45-minute hiring-manager call, a 60-minute case study review with cross-functional partners, a 30-minute conversation with a potential teammate, and a 30-minute final call with senior leadership. Final candidates undergo a background check and employment verification. Interviews use Zoom video, not chat, and offers are sent in writing on official Customer.io letterhead. Questions about the hiring process can be sent to [email protected].
Role at a glance: Customer.io seeks a remote Email Deliverability Specialist to resolve customer sending issues and strengthen deliverability support, with a starting salary of $102,000–$110,000 USD.
Responsibilities mentioned in the listing
- Advise customers on deliverability, resolve complex cases, and lead customer calls when needed.
- Review sender configurations and IP and domain reputation; use SPF, DKIM, DMARC, BIMI, DNS settings, and provider tools to investigate blocklists, spam traps, and engagement declines.
- Take the lead on technical investigations with Engineering and share customer-case trends with Product and Engineering.
- Identify acceptable-use violations and spam complaints, discuss compliance directly with customers, and keep current with Gmail and Yahoo sender requirements, CAN-SPAM, and GDPR.
- Coach Customer Success and Technical Support colleagues and create documentation and training for deliverability conversations.
- Improve processes, tools, help content, Academy courses, and proactive customer guidance so deliverability support can scale.
Qualifications stated in the listing
- 2–4 years of email deliverability experience at a mid-size or large ESP, B2B SaaS company, or marketing automation platform, including exposure to deliverability at scale.
- Strong knowledge of SPF, DKIM, DMARC, BIMI, SMTP, MTAs, and DNS, with the ability to investigate complex technical issues alongside Engineering.
- Proficiency with Google Postmaster Tools, Yahoo Sender Hub, Microsoft SNDS, and third-party monitoring tools such as Everest, MXToolbox, or comparable products; able to interpret bounce, engagement, and blocklist data and make clear recommendations.
- Working knowledge of email compliance and acceptable-use standards, and readiness to address customer activity that falls outside those standards.
- Experience developing or improving processes, documentation, or training to help a support or deliverability team scale.
- Excellent written and spoken communication, including leading customer calls and explaining technical topics to varied audiences.
- Located in the United States or Canada.
- Bonus: involvement in deliverability communities such as M3AAWG or ESPC, or experience working with Customer Success teams.
Full details from the source listing
About Customer.io
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
Compensation & Benefits
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. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.
See full benefits here →
Our Process
No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.
- 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 potential Team Member
- 30 minute final video call with Senior Leadership
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 [email protected].
Join us!
Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.