Senior Manager, Customer Support at Klaviyo

| Greater Boston Area
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The Senior Manager of Customer Support will lead a team of managers ( and by proxy their teams of Product Experts) to deliver on the vision of the Global Customer Support team to deliver a world class customer experience. You'll be responsible for the growth and development of your 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. 

The position reports to the Director of Global Support and works closely with other teams and leaders across the company, fully owning the customer support experience and corresponding company metrics for their region. This person will be analytical, have a demonstrated track record of relentless, effective execution, be excited to tackle some of our Klaviyo’s most challenging opportunities for improving the customer experience.

How you'll make a difference:

  • Drives value for customers by helping them achieve their business and technical outcomes through the day to day operation of their functional teams.
  • Defines & ensures clarity around priorities and goals for their entire functional area.
  • Oversees workforce distribution to ensure optimal customer coverage and team balance.
  • Provide guidance and support to direct reports, composed of front-line managers.
  • Operationalize and improve processes and documents for the functional group.
  • Collaborate with cross functional teams to mitigate customer risk; help your team to secure necessary assistance.
  • Continuously provide input to scale and improve internal processes as well as customer support offerings.
  • Communicates, motivates, and inspires employees on the team to drive a positive team culture.
  • Responsible for execution & attainment of all 2021 strategy and operation goals through monitoring project progress, objectives, and team metrics.
  • Oversees performance management processes for their entire business unit
    • Responsible for approving hiring and attrition processes
    • Hires and develops 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)
  • Guide the talent identification and development processes for their region
  • Work across functions with peers in other groups to ensure collaboration for shared goals
  • Responsible for communication to leadership and peers, with regards to reporting out of goal achievement
  • Work with eLeadership and other peers for strategy development and execution planning.
  • Evaluate and measure customer satisfaction to develop and implement plans for continuous improvement
  • Communicate financial and goal results and key performance indicators to direct reports 
  • Responsible for the planning and directing of the business function successfully through clear goal setting, objectives, and plans of execution. 
  • Creates 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.
  • Establishes operational objectives for their business unit through proactive identification of key areas of opportunity keeping the customer journey at the center of all ideas.
  • Proactively and successfully partners with key people  in marketing, sales, and product to achieve shared goals and objectives. Has the ability to change the thinking of, or gain acceptance from others in sensitive situations, without damage to the relationship.
  • Leverages data and objective measures to design and make key business decisions.
  • Results Driven by ensuring data is leveraged to make all decisions.
  • Focused on the key strategies and execution of the business unit with visibility into cross functional impact. 
  • Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers. 
  • Ability to analyze issues and problem solve in an objective and scalable way.
 
Who You Are:
  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills
  • Passionate about creative problem solving for customers and internal teams
  • Strong leader dedicated to helping others develop
  • Self-motivated, eager to learn and thrive in a collaborative environment
  • Capable of adapting quickly to changing priorities
  • Analytical and driven to achieve quantitative and qualitative targets
  • Nurture an environment of growth with encouragement and empowerment
  • 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
 
Get to know Klaviyo
 
Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why over 30,000+ innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo.
 
Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
Watch

An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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