Customer Support Manager, EMEA

2 weeks ago

Dublin, Dublin City, Ireland Klaviyo Full time
Overview

Customer Support Manager, EMEA at Klaviyo – Dublin, Ireland (Hybrid: 3 days per week in office).

Join Klaviyo to lead our EMEA customer support team and help build a strong cross-functional operation as we scale. You will work with a newly established Irish-based team and shape a culture aligned with Klaviyo's values.

Our mission is to be experts and set the benchmark in the customer experience we create. You'll solve complex problems creatively, thrive in dynamic situations, and inspire teams to perform at their best.

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 stay up to date on product changes/releases by identifying themes and training gaps
  • Directly resolve escalated customer complaints by providing support on non-technical questions 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 maintain a team identity and culture based on Klaviyo's values
Who You Are / Qualifications
  • 3+ years experience leading teams of 8+ in a fast-paced, metrics-based environment
  • Proven track record of developing talent and building a culture of growth, collaboration, and continuous improvement
  • Adaptable and resilient, with 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 adaptable communication across diverse EMEA markets
  • Strong written and verbal communication skills
  • Ability to manage competing priorities under pressure while keeping teams focused
  • Experience working cross-functionally with other teams and stakeholders regionally and globally
  • Motivated by solving complex problems for customers and internal teams
  • Full authorization to live and work in Ireland without restrictions
Bonus Items
  • Experience in SaaS/MarTech environments
  • Familiarity with APIs/integrations, networking (DNS, IPs), email marketing, and e-commerce platforms
  • Proficiency with tools such as G-Suite, Zendesk, Tableau, and Salesforce (or ability to learn quickly)
  • Fluency in another European language

Equal Employment Opportunity: Klaviyo is committed to equal opportunity and non-discrimination in hiring and employment. 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, disability, veteran or active military status, marital status, criminal record, genetics, retaliation, or any other characteristic protected by applicable law.

Privacy notice: By submitting an application you consent to Klaviyo processing your personal data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your personal data, please do not submit an application.


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