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 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:
* 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
* 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
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.
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 ), instant messaging platforms, or unsolicited calls.
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