The Director, Customer Support will provide strategic oversight and direction for our EMEA Customer Support team within our Customer Success organization. The Director will lead a team of 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,
Oversee 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)
Communicate, motivate, and inspire employees on the team to drive a positive team culture.
Create an inclusive culture on your team through leading by example with being humble and open-minded, and operating with high integrity by being open to feedback.
Oversee workforce distribution to ensure optimal customer coverage and team balance.
Recruit, interview, hire, and train new staff
Oversee the daily workflow of the department
Provide constructive and timely performance evaluations
Drive value for customers by helping them achieve their business and technical outcomes through the day-to-day operation of their functional teams
Define & ensure clarity around priorities and goals for their entire functional area
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 the team to secure necessary assistance
Continuously provide input to scale and improve internal processes as well as customer support offerings
Responsible for execution & attainment of all 2025 strategy and operation goals through monitoring project progress, objectives, and team metrics
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 executive leadership 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
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
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.
Leverage 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
We're looking for people who have:
10+ years of Customer Support experience
5+ years managing managers or team leads of a Customer Support Team in a high growth SaaS company
Experience in marketing or advising customers on marketing strategy.
Accountable for productivity and customer sentiment metric achievement
Financial accountability and responsibility associated with cost to service support metrics
Demonstrated success in both business and leadership roles
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent time management skills with a proven ability to meet deadlines.
A passion for creative problem solving for customers and internal teams
Strong leadership skills 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