Manager, Customer Support 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 youre a close but not exact match with the description we hope youll still consider applying. Want to learn more about life at Klaviyo Visit 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. Youll join a team thats redefining customer support and raising the bar for our industry. With our EMEA business growing fast were 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 established Irish-based operations youll play a key role in building strong cross-functional relationships and shaping a team and office thatll be as special as our other locations! This role will also require covering weekend shifts on a rotational basis.

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 Klaviyos values

Who You Are:

• 3 years experience leading support teams of 8 in a fast-paced and metrics-based environment
• Already experimented with AI in work or personal projects(essential). Youre 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

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