ESP Communications Manager

Role Overview

We are looking for an ESP Communications Manager to own communication and ticket management with email service providers (ESPs) across a portfolio of 30+ streams in multiple niches.

You will be responsible for managing the full communication cycle with ESP support, compliance, and deliverability teams — from submitting and tracking tickets to resolving issues and coordinating the required actions internally.

This is a high-volume, high-responsibility role where strong written communication, attention to detail, risk awareness, and an understanding of how ESP compliance and support teams operate are essential.

You will work closely with email marketers, project managers, and production teams while reporting directly to the Head of Project. For high-stakes situations, you will be expected to identify risks, propose a communication strategy, and align on the approach before responding.

The role may require flexible working hours, including availability aligned with U.S. time zones when urgent ESP communication is required.

Key Responsibilities

ESP Ticket Management

• Submit, track, and manage support tickets with ESPs on behalf of clients
• Own tickets from initial submission through final resolution and follow-up
• Maintain an organized record of active and resolved tickets across clients and platforms
• Prioritize tickets based on urgency, business impact, and potential account risk
• Ensure no critical issue or follow-up is missed

Strategic ESP Communication

• Write and manage communications with ESP support, compliance, and deliverability teams
• Adapt communication style, tone, and approach depending on the ESP, issue, and client context
• Prepare responses to compliance flags, abuse complaints, account warnings, and suspension notices
• Communicate strategically to support positive outcomes while protecting client accounts
• Understand when to provide additional information, clarify a situation, push back, or adjust the communication approach

Risk Identification & Compliance

• Identify potential deliverability and compliance risks before they escalate
• Assess how current communication or actions may affect future account status
• Flag high-risk situations to the Head of Project and recommend an appropriate communication strategy
• Monitor ESP policy updates, compliance requirements, and deliverability trends relevant to clients
• Ensure communications and actions are aligned with applicable ESP requirements

Internal Coordination

• Work closely with email marketers, project managers, and production managers to collect the information required to resolve ESP issues
• Translate ESP feedback and requirements into clear, actionable tasks for internal teams
• Follow up with internal stakeholders to ensure required changes are implemented
• Communicate ticket status, expected timelines, and outcomes to relevant stakeholders
• Coordinate the full resolution process between internal teams and external ESPs

Requirements

Must Have

• 3+ years of experience working with ESPs, preferably on the ESP side or in support, compliance, deliverability, or communications roles directly interfacing with ESPs
• Deep understanding of ESP compliance processes, abuse prevention, and support workflows 
• Exceptional English level - at least C1 
• Ability to manage communication and priorities across 30+ streams simultaneously
• Strong understanding of how ESP support, compliance, and deliverability teams operate
• Strong risk identification and problem-solving skills
• Excellent attention to detail and ability to manage multiple ongoing tickets without losing track of follow-ups
• Ability to work across multiple niches and client contexts professionally
• Strong organizational and communication skills
• Ability to work independently while knowing when to escalate high-risk situations

Nice to Have

• Direct experience working at an ESP in a support, compliance, or deliverability role
• Familiarity with major ESPs and their support and compliance processes
• Background in email marketing or marketing operations
• Experience working with high-volume email environments

Who We're Looking For

We're looking for someone who:

• Takes ownership and follows issues through to resolution
• Thinks several steps ahead and identifies potential risks before they become problems
• Communicates clearly, strategically, and professionally
• Understands that written communication can directly influence business outcomes
• Can manage a high volume of parallel tasks without losing attention to detail
• Is comfortable making decisions independently while escalating high-risk situations appropriately
• Builds effective relationships with both internal teams and external partners
• Can work across different niches and business contexts professionally
• Thrives in a fast-paced and constantly changing environment
• Is comfortable with flexible working hours when business needs require it

Professional Growth

• International and multicultural environment
• Career development opportunities
• Learning resources and corporate library
• Work alongside a high-performing team
• Access to modern tools and technologies
• Opportunity to develop expertise in email deliverability, ESP compliance, and performance marketing operations

Benefits

• Competitive salary
• 21 paid vacation days
• 14 paid sick leave days
• Team events and activities
• Paid English courses
• Multisport card

Working Environment

• Modern office in Warsaw, Poland
• Remote/hybrid work opportunities
• Complimentary snacks, drinks, and office perks
• Friendly and supportive team
• Fast-paced startup environment with a high level of autonomy and ownership

We look forward to meeting you!