ESP Communications Manager

ESP COMMUNICATIONS MANAGER Warsaw or Remote | Full-time

We are looking for an ESP Communications Manager to own all communication and ticket management with email service providers on behalf of our clients. You will be the person writing, submitting, and managing every interaction with ESPs across a portfolio of 30+ clients spanning multiple niches. This is a high-volume, high-stakes role that requires someone who understands how ESPs think, how compliance teams operate, and how to communicate in a way that gets results.
You will work behind the scenes, coordinating with internal teams to resolve issues and implement changes, while maintaining a clean, professional, and strategic front with every ESP you deal with. You report directly to the Head of Project and can verify strategies and approaches before sending when needed.
This role requires flexible hours. ESPs operate on their own timelines and issues do not always surface during business hours. You need to be available when it matters.

WHAT YOU WILL OWN

ESP ticket management

• Submit, track, and manage support tickets with ESPs on behalf of all clients
• Own every open ticket from submission to resolution, nothing gets lost or left without a follow-up
• Maintain a structured log of all active and resolved tickets across clients and platforms
• Prioritize tickets by urgency and business impact, always knowing what needs to move first

Written communications

• Write and send all communications to ESP support, compliance, and deliverability teams on behalf of clients
• Adapt tone, framing, and strategy depending on the ESP, the issue, and the client context
• Craft responses to compliance flags, abuse complaints, account warnings, and suspension notices in a way that maximizes the chance of a positive outcome
• Know when to push back, when to concede, and how to frame situations to protect the client

Risk identification and strategy

• Anticipate potential deliverability and compliance risks before they escalate into bigger problems
• Think several steps ahead when communicating with ESPs: understand how your message today affects the outcome tomorrow
• Flag risks to the Head of Project and propose a clear strategy before acting on high-stakes communications
• Stay current on ESP policy changes, deliverability trends, and compliance shifts that could affect clients

Internal coordination

• Work closely with email marketers, project managers, and production managers to gather the information needed to resolve tickets
• Translate ESP requirements and feedback into clear, actionable tasks for internal teams
• Follow up internally to make sure changes are implemented before communicating back to the ESP
• Keep all stakeholders informed on ticket status, timelines, and outcomes

WHAT WE ARE LOOKING FOR

Must-have:

• 3+ years working on the ESP side or in a compliance and communications role directly interfacing with ESPs
• Deep understanding of email deliverability, ESP compliance processes, and how abuse and support teams operate
• Exceptional written English, near-native or native. Your writing is your primary tool in this role.
• Ability to manage 30+ clients across varied niches simultaneously without losing track of anything
• Strong risk identification skills. You spot problems before they become crises.
• Comfortable working flexible hours and US time zones when ESP communication requires it
• Highly detail-oriented. Missing something in an ESP communication can cost a client their account.
• Comfortable operating across multiple niches without personal or moral objections to the type of work

• English proficiency at least B2, C1 is preferable

Nice to have:

• Direct experience working at an ESP in a support, compliance, or deliverability role
• Familiarity with major ESPs and how their compliance and support teams operate internally
• Experience coordinating cross-functional teams to resolve technical issues
• Background in email marketing or marketing operations

WHO FITS THIS ROLE
You have been on the ESP side and you know how these teams think. You know what gets a ticket resolved fast and what gets an account flagged further. You are a strategic writer, not just a good one: every word you send to an ESP is considered and purposeful. You can hold 30 clients in your head, know exactly where each one stands, and never let anything slip. You are comfortable working across any niche, you do not need the work to align with your personal values, and you are available when the situation demands it regardless of the hour.

KEY COMPETENCIES ESP communication and ticket management | Email deliverability | Compliance and risk management | Strategic written communication | Multi-client management | Internal coordination | Attention to detail | Flexible availability