What you'll do

• First Week: Get set up in Kit, our admin tools, and our support and ticketing systems, and meet our distributed team in Get To Know You chats (GTKYs). Meet the deliverability team and get an introduction on the current projects. Read our deliverability playbooks and SOPs, and get access to the monitoring tools you'll use every day: Google Postmaster Tools, Microsoft SNDS, blocklist monitoring, and our internal delivery dashboards.
• First Month: Shadow the Deliverability team and Product Specialists on deliverability tickets, account approvals, and abuse reports, then start answering queue tickets with review. Join the daily monitoring rotation (blocklist delisting, Postmaster and delivery monitoring) and the weekly Deliverability team meeting. Learn how account approvals, compliance flags, and our in-house sending platform work. By the end of the month, work deliverability tickets and abuse reports on your own and send your first delisting requests. Project: build a recurring report showing the trending deliverability ticket reasons so we understand what’s causing how to reduce friction for customers and how to solve it
• First Six Months: Own the deliverability support queue for creators without a dedicated CGM: spam-folder placement, bounces, authentication and DMARC setup, and escalations from Product Specialists. Own compliance end to end, from new-account approvals and compliance flags to pausing or closing accounts that put our shared reputation at risk.Run Kit's abuse desk. You'll write and share a strategy that covers coverage, response-time targets, escalation paths, and quality checks, then put it in place so routine spam, phishing, and blocklist reports follow clear SOPs while you take the hardest cases yourself. Be the go-to contact for day-to-day mailbox provider issues with Microsoft, Gmail, Yahoo, Comcast, and regional providers, and write an incident runbook for blocklistings and provider throttling. Track the queue with a simple scorecard (volume, first response time, and escalation rate) and share what you learn with the team. Run training sessions for Support and ship your first process or AI improvements, like cleaner ticket categorization or better account data for our AI support agent, so more deliverability tickets get solved without escalation..
• First Year: Deliverability support is faster and more consistent for every creator on Kit, including the ones who never talk to a CGM. Your playbooks, help center articles, and AI-assisted workflows are what Support, CGMs, and contractors reach for first, and fewer tickets need to come to you. You've led at least one cross-team fix with infrastructure for a recurring problem you spotted in the queue, such as an alert when a creator's domain authentication breaks or a check for sudden signup spikes. You're helping shape the internal tooling and alerting our in-house sending needs, and you take part in industry groups like M3AAWG.

What will S.E.T. you up for success

Skills

Must haves

• Deep working knowledge of email authentication (SPF, DKIM, DMARC, alignment, and BIMI basics), plus the ability to read raw message headers and SMTP bounce and deferral codes
• Hands-on use of Google Postmaster Tools and Microsoft SNDS/JMRP, and comfort working with major blocklists (Spamhaus, Abusix, Barracuda, Spamcop, and others) and their delisting processes
• A clear understanding of Gmail and Yahoo bulk sender requirements, including authentication, one-click unsubscribe (RFC 8058), and spam-rate thresholds
• Data fluency: you can pull bounce, complaint, and engagement data together, find the root cause, and explain it so others can act on it
• Hands-on abuse handling: you can work an abuse report or escalation start to finish, from finding the account and assessing the evidence to acting, replying to the reporter, and documenting the decision
• Process building: you can turn repeat work into SOPs, playbooks, and quality checks that a contractor or teammate can follow
• Clear, calm written communication with creators, teammates, and postmasters
• Using AI tools to research, summarize, and draft, and helping teammates do the same, with the judgment to keep a person on final compliance calls

Nice-to-haves:

• Experience with MTA logs or delivery observability tools (KumoMTA, PowerMTA, Postfix, Kibana/Elasticsearch, or SQL and BI tools like Mode)
• Familiarity with feedback loops, spam traps, list bombing, and bot-signup patterns
• Familiarity with CAN-SPAM, CASL, and GDPR as they apply to marketing email
• Experience with Intercom, HubSpot, or a similar ticketing tool
• Experience building or tuning AI support workflows or macros

Experiences

Must-haves:

• 4+ years in email deliverability, compliance, trust and safety, or technical support at an ESP, mailbox provider, or high-volume sender
• Handling escalated customer tickets end to end, including with customers who are frustrated
• Making account-level compliance or abuse decisions, such as approving, suspending, or closing accounts
• Working an abuse desk or abuse mailbox directly: spam and phishing complaints, provider and blocklist reports, and escalations
• Leading the fix for a recurring deliverability or compliance problem that needed help from more than one team

Nice-to-haves:

• Supporting senders on shared IP pools at an ESP
• Setting abuse or trust and safety strategy, or directing contractors or vendors on a support or abuse queue
• Working directly with mailbox provider postmaster teams
• Participating in M3AAWG or other industry groups
• Creating educational content, like help docs, training, workshops, or podcasts
• Working with creators, digital entrepreneurs, or small businesses

Traits

• You pick up problems that fall between teams without waiting for permission, and you follow them through until they're closed.
• You test a hypothesis against the evidence before you act, and you frame problems clearly enough that others trust your analysis.
• You protect the reputation every creator shares while staying fair and kind to the creator in front of you, and you help them understand the reasoning behind a decision.
• You turn what you learn into docs, templates, and training that others use, and you adjust how you teach to fit the audience.
• You hold a high bar for your work, and you push back respectfully, with data, when something puts our reputation at risk, even when Sales or leadership would prefer a different answer.
• You share in-progress work and risks early so the team can solve problems together.

What won't set you up for success

• Treating deliverability as a set of macros rather than an investigation that needs judgment
• Discomfort saying no to a creator or a teammate when our shared reputation is at stake
• Waiting for someone to assign you work when you can already see the problem
• Needing a fixed playbook, since our sending stack and processes are changing as we bring more sending in-house
• Keeping knowledge in your head instead of writing it down for the next person
• Preferring to work without AI tools

Working hours and location

We're 100% remote with team members across the globe. We work mostly on East Coast time - so if you're based on the West Coast of the United States, Europe, or Asia, you might have a few early mornings or late evenings. We do our best to keep things reasonable, but a little time zone juggling comes with the territory.

For this role, we're looking for someone based in North America, with working hours that give us solid US time zone coverage of the deliverability queue.

Compensation + perks + benefits

Kit has standardized salaries based on position, no matter where you live. For this role, we're hiring at our level 3 ($118,000 USD). Level is determined based on experience and our interview process.

Perks + benefits include:

• Profit Sharing
• Kit equity
• 401k with a 5% match
• We cover up to $2,280 per month toward medical premiums, with dental and vision premiums fully covered. We offer Health Insurance plans through Aetna
• $2,000 equipment allowance for your first two years, $1,000 budget every following two years. Company-provided laptops are issued to every Kit team member and are not included in the equipment budget
• Individual learning + development budget ($3,500/year)
• Creator meetup budget ($50/month) to connect with creators over coffee, lunch, or other in-person meetups
• Gender affirming benefits
• Childcare benefit up to $3,000 annually through JOON
• Twenty (20) days of paid time off during each year of employment
• Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
• Ten (10) paid holidays a year
• Two weeks of paid sick time each year, including mental health + well being days
• Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
• Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
• Winter Break Closure: Kit closes for a week at the end of December, giving everyone a collective break to enjoy the holiday season. Essential support services remain available, with teams coordinating to ensure coverage during this period
• Four-week, paid sabbatical after five years with the team
• Fantastic in-person or virtual retreats with the team twice a year

How to apply

We usually receive a large number of applications, and our goal is to follow up with you within two weeks. You’ll hear from us either way. Here’s what you can expect from the rest of our hiring process:

1. A phone screen with our recruiter (30 min)
2. Hiring manager interview (45 min)
3. Take-home assignment
4. Panel interview (60 min)

We’ll keep you informed through every step. To get started, complete this application, including a cover letter and answers to the questions on the next page. We read every single application, and your cover letter and responses help put your experience into context.

Kit is an equal opportunity employer

We value diversity in all of its forms. Research tells us that applicants who are female or non-binary, as well as applicants who are people of color, are less likely to apply for roles they do not feel 100% qualified for. If you think you meet more than 50% of our requirements but fewer than 100% of them, please apply.

We’re imperfect communicators, so think of our job postings as the starting point for discussion rather than proof that you shouldn’t apply.

Kit does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Compensation: $118K