Director, Customer Support Jobs

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The Director, Customer Support will provide strategic oversight and direction for our Americas Customer Support team within our Customer Success organization. The Director will lead a team of Senior Managers and Managers (and by proxy teams of Product Experts) to deliver on the vision of the Global Customer Support team to deliver a world class customer experience. Responsible for the growth and development of the team, driving efficiency, and acting as an escalation point for issues (resolving them as they arise), and helping to develop the strategies necessary to reach Klaviyo’s goals. Work closely with other teams and leaders across the company, fully owning the customer support experience and corresponding company metrics for their region.

In This Role You Will

• Establish operational objectives for their business unit through proactive identification of key areas of opportunity keeping the customer journey at the center of all ideas.
• Oversee the daily workflow of the department.
• Analyze issues and problem solve in an objective and scalable way.
• Work across functions with peers in other groups to ensure collaboration for shared goals
• Communicate, motivate, and inspire employees on the team to drive a positive team culture.
• Focused on the key strategies and execution of the business unit with visibility into cross functional impact.
• Guide the talent identification and development processes for their region
• Collaborate with cross functional teams to mitigate customer risk; help the team to secure necessary assistance.
• Provide guidance and support to direct reports, composed of front-line managers.
• Oversee workforce distribution to ensure optimal customer coverage and team balance.
• Create an inclusive culture on their team through leading by example with being humble and open-minded, and operating with high integrity by being open to feedback.
• Oversee performance management processes for their entire business unit
• Evaluate and measure customer satisfaction to develop and implement plans for continuous improvement
• Define & ensure clarity around priorities and goals for their entire functional area.
• Hire and develop new managers; coaching through effective leadership (how to have an effective 1:1, how to hold a team meeting, how to hold a team accountable, and how to stretch top talent)
• Responsible for the planning and directing of the business function successfully through clear goal setting, objectives, and plans of execution.
• Responsible for execution & attainment of all 2023 strategy and operation goals through monitoring project progress, objectives, and team metrics.
• Leverage data and objective measures to design and make key business decisions, and drive results
• Operationalize and improve processes and documents for the functional group.
• Drive value for customers by helping them achieve their business and technical outcomes through the day-to-day operation of their functional teams.
• Recruit, interview, hire, and train new staff.
• Work with executive leadership and other peers for strategy development and execution planning.
• Continuously provide input to scale and improve internal processes as well as customer support offerings.
• Responsible for approving hiring and attrition processes

We're Looking For People Who Have

• Nurture an environment of growth with encouragement and empowerment
• Excellent interpersonal and customer service skills.
• Experience with or able to quickly pick-up (a plus): Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce; DNS, IPs and other networking concepts, APIs; Email marketing platforms and E-Commerce platforms
• Demonstrated success in both business and leadership roles
• Excellent verbal and written communication skills.
• An ability to adapt quickly to changing priorities
• Excellent time management skills with a proven ability to meet deadlines.
• Analytical and driven to achieve quantitative and qualitative targets
• Financial accountability and responsibility associated with cost to service support metrics
• Self-motivated, eager to learn and thrive in a collaborative environment
• Accountable for productivity and customer sentiment metric achievement
• A passion about creative problem solving for customers and internal teams
• Strong leadership experience dedicated to helping others develop
• Experience in marketing or advising customers on marketing strategy.
• 10+ years of Customer Support experience. 5+ years managing managers or team leads of a Customer Support Team in a high growth SaaS company

Get to Know Klaviyo

Klaviyo is a unified customer platform that gives online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale. With Klaviyo, brands can combine unlimited customer data with more than 250 native integrations to automate personalized email and SMS communications that make customers feel seen. Klaviyo makes it easy—no need to start from scratch, piece together multiple platforms, or rely on third-party marketplaces and ad networks. From mom-and-pop shops to established companies, innovative brands like Unilever, Living Proof, Solo Stove, Citizen Watches, and more than 90K other paying users leverage Klaviyo to acquire, engage, and retain customers—and grow on their own terms. Learn more at klaviyo.com

Upon request, you can receive additional information about the compensation and benefits for this role. Requests can be submitted here. Additional information regarding benefits can be found at klaviyorewards.com.

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.

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