Deliverability and Compliance Specialist - MessageBird

• What’s my job title? Deliverability & Compliance Specialist
• Where in the world? Remote from Colombia
• What language(s) will I speak? English

This role is for the Compliance and Deliverability team at MessageBird.  Our day-to-day duties involve working in the SalesForce ticketing platform where we address abuse reports, answer customer questions about account-related issues such as account suspensions and blocked domains, and help customers with their email deliverability.  We also monitor our email platform for any abuse and terminate customers that violate our messaging policy.

The majority of our work is for the email section of MessageBird, with some work on MessageBird’s WhatsApp platform for SMS.

What you’ll be doing:   

• Resolve questions, issues, and requests from multiple ticketing systems including deliverability issues such as blocklists, spam foldering, and rate limiting
• Review customer and prospect sending practices for compliance with our Messaging Policy, terminate or educate customers as necessary
• Manage shared pool deliverability performance, define rules for proper segmentation based on customer type/ reputation/ performance
• Monitor customer delivery metrics, trending, reputation data, and authentication results and make recommendations for optimization
• Identify new and improve existing anti-spam measures to stay ahead of the ever-changing landscape of abuse by participating in anti spam industry groups and forums
• Work on special projects to support SparkPost’s cloud sending environment
• Contribute to deliverability best practices documentation and blog posts

What you should bring:

• Passion for the “hands-on” aspect of researching and diagnosing deliverability issues by querying datasets, examining 3rd party insights and running experiments
• Has enthusiasm and passion for helping customers
• Is great to work with and enjoys being part of a team
• Outstanding verbal communication, listening and writing skills.
• Professional, energetic, positive attitude.
• Excellent organizational and time management skills.
• Success-driven with a strong work ethic

Competencies you need to be successful in this role:

Good Written Communication Skills - Professional writing skills are needed for communicating to our customers in a clear, concise, and respectful manner. 

Customer Centric - Customer satisfaction is our number one priority, so it is important to listen to our customers and be attentive to their needs. 

Prioritisation - Our ticketing queue has many different types of tickets and the ability to distinguish high priority versus low priority tickets is essential in completing your daily work.

Attention to Detail - When researching deliverability issues, attention to detail is imperative in order to provide accurate information to the customer.

Team-Oriented - Even though our team spans several time zones, we frequently work together to help each other solve customer issues.

Good Communication Skills - This is essential for communicating issues quickly within the team and throughout the company through various formats.  Having the ability to relay information to the appropriate groups is key to this role.

Interview Process 

After you apply, you will hear back from us within a few days. If there’s a fit, the full process is as follows: 

↳ [30 mins] Recruiter Screen

↳ [45 mins] Hiring Manager Interview

↳ [45 mins] Technical Interview

↳ [45 mins] Soft Skills Interview 

↳ [30 mins] with VP of Customer Experience

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