Tech Stack

Description

You'll lead a team of Product Experts to deliver exceptional customer support, leveraging AI to transform workflows and scale operations for Klaviyo's growing EMEA business. You'll coach, mentor, and drive continuous improvement while resolving escalated issues and shaping team culture.

Requirements

• 3+ years experience leading support teams of 8+ in a fast-paced, metrics-based environment
• Experience with AI tools and workflows
• Proven track record of developing talent and building a culture of growth and collaboration
• Data-driven and analytical, using insights to set goals and measure performance
• Experience supporting a global customer base with cultural awareness

Responsibilities

• Transform workflows by putting AI at the centre
• Develop in-depth knowledge of Klaviyo product to support individual contributors
• Coach and mentor a team of around 12 Product Experts
• Directly resolve escalated customer complaints
• Create, iterate and document support processes, policies, and standards