Deliverability Specialist

Hi, I’m Mike, the Deliverability Services Manager at Customer.io.  We are looking for technical support and email deliverability professionals to join our newly formed Deliverability Team. The goal of this team is to make sure our customers’ emails reach the inboxes of their recipients.

As a Deliverability Specialist at Customer.io, you’ll assist our customers with deliverability support requests and act as a point of escalation for our Technical Support and Customer Success teams.  In addition to working with our customers to resolve their deliverability issues, you will also perform outreach to inform customers about any breaches of our strict Anti-Spam Policy.   Within this role, you will work with members of our sales, customer success, and technical support teams.  Cross-functionality is the name of the game as deliverability touches almost every aspect of our customer-facing teams.

Deliverability roles are a relatively new (but growing) specialization within the industry, and for this reason, you don’t need to be a hardened expert in the field.   What we are really looking for is someone who is excited about learning, takes the initiative to answer questions where the solution isn’t obvious, and uses this curiosity to build their knowledge of deliverability as well as share and document this knowledge with the Customer.io team.

You will also work closely with the Deliverability Services Manager on special projects as they arise.  These include platform enhancements, feature planning, and other similar initiatives.  The Deliverability Team is a great place to use your imagination and skills to create the best deliverability experience possible for our customers.

• Technical Support: Answer frontline deliverability-related support requests and act as a resource for the Technical Support Engineering team
• Help conduct in-depth investigations, reviews, and audits into email-sending practices
• Help customers with dedicated IP setup and monitor warming progress
• Compliance outreach: Identify senders who are not compliant with our Anti-Spam Policy and work with the customer to correct the underlying issue
• Assist customers with blocklists, spam traps, and issues with individual ISPs
• Stay up to date on industry trends, legal requirements, and changes as they relate to deliverability
• Work with Deliverability Services Manager in cross-team deliverability training and documentation (both internal and external)

Our ideal candidate is someone with three to four years of experience providing technical support to customers for an email marketing platform, email-sending provider, or other related industry. You will have a basic understanding of the email space as it relates to best practices, SPF/DKIM/DMARC, and SMTP.

As email deliverability is a sometimes amorphous concept, you will work proactively to stay up to date on industry trends, inbox provider behaviors, and other relevant changes. If you like to really dig into an issue, research solutions and have a passion for educating both our customers and your fellow team members, this is the position for you!

• You’ve worked in a company doing technical support, deliverability support, or another customer-facing role
• You have a background in SaaS, have worked for an email-sending provider or similar messaging automation platform
• You have experience communicating with marketers in a technical capacity
• Bonus points: You’ve worked in a previous email deliverability support or consulting role or, have experience with the email marketing industry.

Our mission at Customer.io is to power automated communication that people like to receive. Today over 4,300 internet businesses use Customer.io to manage, send, and track performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $75,000 USD depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO - we encourage 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 100% medical, dental, vision, and supplemental insurance for you and your dependents
• 12 weeks paid parental leave - for birth, adoption, or foster care
• 401k retirement matching - up to 5% dollar for dollar match to retirement contributions
• Health and wellness allowance - Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
• Home office stipend - Up to $2,000 USD to help you get your home office set up so you can do your best work
• Internet + cell phone reimbursement - Up to $200 USD per month for your internet and cell phone plans
• Co-working space reimbursement - Up to $300 USD per month for those times you'd prefer to work in a co-working environment
• Learning + development - Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops - anything that will help you develop your skills
• 1 month paid sabbatical after four years at Customer.io - to treat yourself to a vacation, or spend however you choose
• 1 annual company retreat per year and opportunities to meet in smaller groups throughout the year
• Flexible schedule, work anywhere you want! - as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

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.

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

Apply at the link below by Friday, March 10th and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter

2. 30 - 45 minute video call with the Hiring Manager

3. Take Home Assignment

4. Assignment Review Call with two potential team members

5. Final Interview