Deliverability & Compliance Technical Specialist
We are currently seeking a Deliverability & Compliance Technical Specialist based out of our Boston office (remote would be considered with appropriate experience) to provide world-class service by identifying and assisting resolution to customer violations of our Messaging Policy for our Klaviyo customers. Ideally, we are looking for an experienced Deliverability & Compliance Technical Specialist or someone who has worked “hands-on” with email dealing with customers in a shared environment and is looking to expand their experience working to manage a positive environment for e-commerce sending customers to be successful.
Our D+C team supports our customers by serving as a protection against fraud, abuse and other violations that may affect their sending environment. Compliance is the watchdog resolving delivery failures and identifying abuse through work with customers, ISPs and antispam organizations for the entire sending environment making recommendations for optimization. The Compliance role will give you a well rounded experience in the entire process of the email industry working with a wide range of experience in senders. Also keeping a hand in identifying and developing new anti-spam measures to stay ahead of the ever-changing landscape of abuse. Deliverability functions include servicing internal teams as well as customer escalations by being the subject matter expert on email authentication (DMARC, DKIM, and SPF). Develop and maintain tools to facilitate monitoring of and reporting on customer email activity. Assist customers in mitigating difficult delivery challenges.
This role is one of the most exciting positions at Klaviyo. As a highly valued role, D+C gets a lot of attention and focus from the rest of the company because they serve as the health monitor of our platform. At Klaviyo, we know how important the customer perspective is and Compliance ensures the needs of the customer are fully met by providing a safe and successful environment. We pride ourselves on customer retention and our philosophy at Klaviyo is to treat our customers as partners. Compliance is in charge of managing these very important tasks.
How You'll Make a Difference:
- Building & managing D&C tools, surfacing key information to leadership to help drive business decisions
- Monitoring the health of an email sending environment, identifying and remediating threats.
- Email deliverability concepts and teaching the importance to our customers
- Resolve blocks, block-list listings and direct abuse complaints through work with customers, ISPs and anti-spam organizations.
- Review customer and global delivery metrics, trending, reputation data, and authentication results; make recommendations for optimization.
- Review customers and prospects sending practices making sure they are in compliance with our TOS, terminate or educate customers as necessary.
- Serve as an internal expert for product and engineering teams for scoping and understanding D&C projects.
- Serve as internal expert for D&C Specialists and other customer facing teams
- Managing day to day systems and processes; customizing business software tools to meet the needs of the D&C team effectively.
- Identify and improve new anti-spam automations to catch the ever-changing abuse, spam and security threat landscape before blocks or block-listings occur.
- Review customers and prospects for approval to access SMS/MMS technologies.
Who You Are:
- 2+ years experience with high volume email sending for a third party sender/ESP, ISP or hosting provider in one of the following roles: deliverability or compliance/anti-abuse, or possibly product or support depending on the candidate
- Has enthusiasm and passion for helping customers
- Loves to troubleshoot and find the proverbial needle in the haystack!
- Cares about trust and transparency
- Has outstanding analytical skills
- Is comfortable working with business stakeholders, and technical development teams and who can help negotiate priorities and resolve issues
- Has a basic understanding of Email-related technologies, including SMTP, DNS, FBLs, authentication, bounce types, email abuse, spam and security threat landscape
- Familiarity with Python, SQL, Command Line, GitHub, Tableau, Snowflake, Splunk, CRM applications (such as Salesforce.com)
- Has an understanding of email deliverability concepts and best practices
- Experience with SMS/MMS technologies
- Technical Writing/Blogging and Training Experience
- Has experience working with software / web development
- Bachelor's degree, preferably in an IT-related field or relevant experience
Get to know Klaviyo
Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.
Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.