Kaisha Miath

Compliance & Deliverability Specialist with 5+ years at Brevo (formerly Sendinblue), independently designing and driving deliverability processes, ISP relationships, and product improvement initiatives end-to-end. Deep expertise in IP reputation management, blocklist remediation, abuse detection, data-driven reporting, and customer-facing consulting. Active M3AAWG, CSA & Signal Spam conference participant.

Compliance & Deliverability Specialist at Brevo (formerly Sendinblue) (2021-07 – Present)

Designed and took full ownership of end-to-end IP blocklist remediation process, maintained strategic ISP relationships, built IP pool monitoring workflows, identified problematic senders, led strategic client deliverability calls, initiated knowledge transfer programme, represented company at industry conferences, and designed technical documentation framework.

• Designed and took full ownership of the end-to-end IP blocklist remediation process — independently investigating root causes, driving delisting requests with Spamhaus, Barracuda and others, and implementing preventive measures that reduced recurrence over time.
• Initiated and maintained strategic ISP relationships (Gmail, Outlook, Yahoo, Orange, etc.) to negotiate deliverability outcomes, resolve feedback loop issues, and anticipate policy changes before they impacted the platform.
• Built IP pool monitoring workflows using SNDS, Google Postmaster Tools, Validity, CSA, and Signal Spam data; created deliverability dashboards tracking platform-wide performance across Brevo and Newsletter2Go (N2G), with regular OKR reporting to senior stakeholders.
• Identified and acted on problematic senders — defining abuse signals, building detection patterns from traffic data, and enforcing compliance policies to protect shared infrastructure at scale. Took full ownership of CSA complaint handling.
• Led strategic client deliverability calls, independently diagnosing complex issues and communicating findings to large-scale customers; partnered with Customer Success Managers to prepare and deliver high-stakes client reviews.
• Initiated a deliverability knowledge transfer programme for the Customer Care team; drove product improvement initiatives by translating field insights into requirements and collaborating with Engineering and Product to shape tooling improvements.
• Represented Brevo at M3AAWG, Signal Spam, and CSA conferences and independently led cross-functional projects across Engineering, Product, Legal, and Customer Care.
• Designed and maintained the team's technical documentation framework — authoring runbooks, process guides, and escalation procedures to create a scalable knowledge base.

Customer Care Advocate — Deliverability Focus at Sendinblue (2021-01 – 2021-07)

Served as deliverability subject-matter expert within Customer Care, handling escalated queries and guiding customers on technical best practices. Acted as liaison between Customer Care and Compliance team.

• Served as the deliverability subject-matter expert within Customer Care, handling escalated queries and guiding customers on SPF, DKIM, DMARC, list hygiene, and campaign best practices.
• Acted as liaison between Customer Care and the Compliance team, channelling customer insights to improve internal tooling and policies.

Customer Care Representative at Sendinblue (2019-11 – 2021-01)

Handled customer support across email, chat, and phone, building a strong foundation in email marketing operations, platform compliance, and deliverability fundamentals.

• Handled customer support across email, chat, and phone, building a strong foundation in email marketing operations, platform compliance, and deliverability fundamentals.

Customer Care Agent – Nissan UK Team at Comdata France (2019-01 – 2019-11)

Managed inbound/outbound customer interactions for Nissan Europe's UK team via phone, email, and chat using Siebel and Salesforce.

• Managed inbound/outbound customer interactions for Nissan Europe's UK team via phone, email, and chat using Siebel and Salesforce.

Trainee Manager → Customer Service Supervisor at Schuh (2015-10 – 2018-08)

Progressed from Sales Advisor to Supervisor and Trainee Manager, managing staff training, KPIs, administration, and customer escalations.

• Progressed from Sales Advisor to Supervisor and Trainee Manager, managing staff training, KPIs, administration, and customer escalations.

BA (Hons) in Television Production – Middlesex University, London (2014 – 2017)