Customer Support Manager, EMEA

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Dublin, Ireland (Hybrid: 3 days per/ week in office)
At Klaviyo, we start with our customers and work backwards. Our mission is to be experts and set the benchmark in the work and experiences we create. You'll join a team that's redefining customer support and raising the bar for our industry. With our EMEA business growing fast, we're looking for the most skilled Customer Support leaders to help fulfill our ambitions and make a real impact as we scale.
Our ideal candidate is a leader who is committed to delivering the ultimate customer experience. To succeed here, you will need to solve complex problems creatively, thrive in dynamic situations, and inspire teams to perform at their best. Joining our newly established Irish-based operations, you'll play a key role in building strong cross-functional relationships and shaping a team and office that'll be as special as our other locations!
How you will make a difference:

• Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up.
• Develop an in-depth knowledge of the Klaviyo product to support individual contributors
• Coach and mentor a team of around 12 Product Experts to provide the ultimate experience for Klaviyo customers
• Ensure Product Experts are staying up to date on product changes and/ or releases by identifying themes and/or training gaps
• Directly resolve escalated customer complaints by providing support and guidance on non-technical questions, especially when working to improve customer sentiment.
• Drive thoughtful and effective communication with both Klaviyo customers and Klaviyo teams
• Create, iterate and document support processes, policies, and standards
• Provide actionable feedback to Product Experts by reviewing tickets and chats
• Set clear goals and drive ongoing improvements to team operations and product utilization
• Help shape and/or maintain a team identity and culture based on Klaviyo's values

Who You Are:

• 3+ years experience leading teams of 8+ in a fast-paced and metrics-based environment
• Already experimented with AI in work or personal projects, and you're excited to dive in and learn fast. You're hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
• Proven track record of developing talent and building a culture of growth, collaboration, and continuous improvement
• Adaptable and resilient, and experience leading teams through change
• Data-driven and analytical, using insights to set goals, measure performance, and balance high standards with empathy and support
• Experience supporting a global customer base, with cultural awareness and the ability to adapt communication and support styles across diverse EMEA markets
• Skilled and thoughtful communicator across written and verbal channels
• Comfortable under pressure, able to manage competing priorities while keeping teams focused
• Proven ability to work cross-functionally with other teams and stakeholders regionally and globally
• Motivated by solving complex problems for customers and internal teams
• Full authorisation to live and work in Ireland without any restrictions

Bonus items:

• Experience in SaaS/ MarTech environments
• Familiarity with: APIs/ integrations, networking (DNS, IPs), email marketing, and e-commerce platforms
• Proficiency (or ability to quickly learn) tools such as: G-Suite, Zendesk, Tableau, and Salesforce
• Fluency in another European language

#LI-Hybrid #LI-JL2
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Please see the independent bias audit report covering our use of Covey here
Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant's job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company's annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range in Local Currency:
€68.000 - €102.000 EUR
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
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