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Customer Support Leader

3 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerSupportLeader Full time €72,000 - €104,000

Lead a team of professionals to deliver exceptional customer experiences. Drive business growth through strategic support operations.

Job Description

Cross-Functional Team Leadership

We seek a seasoned manager with expertise in leading cross-functional teams. As our Customer Support Manager, EMEA, you will lead a team of 12 Product Experts in providing top-notch support to Klaviyo customers.

Your mission is to build a strong operation that drives customer satisfaction and loyalty. Collaborate with various teams to ensure seamless service delivery and drive continuous improvement.

Developing Talent and Culture

You will be responsible for developing an in-depth knowledge of the Klaviyo product to support individual contributors. Coach and mentor your team to provide expert-level support and ensure they stay up-to-date on product changes/releases.

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 internal teams.

Requirements and Qualifications

  • 3+ years of 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 Requirements

  • 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

Benefits

This role offers a competitive salary package and excellent benefits. You will be part of a dynamic and growing organization that values innovation and employee development.

About Us

We are an equal opportunity employer committed to diversity and inclusion. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.

Keyword: CustomerSupportLeader