Customer Support Manager, EMEA

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This job is with Klaviyo, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

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. 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.

Location: Dublin, Ireland (Hybrid: 3 days per week in office)

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

Salary and Benefits

Base Pay Range in Local Currency: €68,000—€102,000 EUR. 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 location during the hiring process.

We use Covey as part of our hiring and/or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025. 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.

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. We hope you'll join us 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.

Equal Opportunity 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, gender identity, sexual orientation, disability, veteran status, marital status, or any other characteristic protected by applicable law.