Job Description
The Opportunity:
Email Industries is looking for a tech-savvy, process-oriented Co-op Student to join our Customer Success team. In this role, you won't just be learning the ropes of email deliverability, you will be actively helping us build the future of our operations. You will start by shadowing our veteran Customer Success Managers (CSMs) to understand how we consult with clients on complex technical deliverability issues (such as SPF/DKIM/DMARC setups, sender reputation, and inbox placement). Once you understand our workflows, you will collaborate directly with your manager (Senior Manager, Customer Support) to identify, design, and implement AI tools and automations that eliminate repetitive tasks and help our team deliver faster, smarter results for our clients.
Key Responsibilities
- Shadow & Learn: Observe the CSM team during client consultations, technical audits, and daily deliverability monitoring to master the lifecycle of an email deliverability project.
- Process Mapping: Analyze current workflows to identify inefficiencies, manual bottlenecks, and repetitive data entry tasks.
- AI & Automation Innovation: Research and propose low-code/no-code solutions and AI prompting strategies to streamline CS delivery.
- Implementation: Build, test, and deploy approved automation prototypes (e.g., automated report builders, AI-driven bounce log categorizers, or alert systems) by Day 60.
- Documentation: Create clear, user-friendly Standard Operating Procedures (SOPs) for any tools or workflows you build so the team can easily maintain them after your term.
Required Skills & Qualifications- Customer Service Skills
- Empathy & Active Listening: A natural ability to observe CSMs, identify their daily bottlenecks, and listen closely to client challenges.
- Technical Translation: Strong verbal and written communication skills to translate complex technical issues (like DNS configurations, SMTP error codes, or blacklists) into plain, client-friendly language.
- Consultative Mindset: A proactive, service-oriented attitude focused on delivering high-quality outcomes and polished communication templates for our clients.
- AI Skills
- Generative AI & LLMs: Hands-on experience utilizing modern generative AI models (e.g., ChatGPT, Claude, Gemini) to analyze, draft, and summarize text.
- Prompt Engineering: Proven ability to design, write, and refine structured, contextual prompts to extract highly accurate and reliable outputs from AI models.
- AI Guardrails & Evaluation: A clear understanding of AI limitations (including hallucination risks) and the ability to design "human-in-the-loop" approval workflows to ensure data integrity.
- Automation Skills
- No-Code/Low-Code Platforms: Familiarity with workflow automation tools like Zapier, Make (Integromat), or Microsoft Power Automate to connect disparate software applications.
- Process Mapping: Ability to visualize, map, and diagram a multi-step manual process to identify redundant tasks.
- Technical Fundamentals: A basic understanding of web technologies (APIs, JSON payloads, webhooks, and advanced spreadsheet functions). Light coding/scripting experience (e.g., Python, JavaScript, or Google Apps Script) is a strong asset.
About iContact/ Moz Group
iContact, a part of Moz Group and Ziff Davis company, is a SaaS tool, which has helped small and medium sized businesses for over 20 years grow their audiences through email marketing, allowing them to easily design and send beautiful, personalized emails. With scalable tools to serve the needs of high-volume senders, professional marketers, and even businesses new to email, iContact’s easy-to-use technology ensures that every customer has what they need to succeed.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is $18 - $23. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to recruiting@moz.com.
