Develop an in-depth knowledge of the Klaviyo product to support individual contributors Coach and mentor a team of around 12 Product Experts to provide the ultimate experience for Klaviyo customers Ensure Product Experts are staying up to date on product changes and/ or releases by identifying themes and/or training gaps Directly resolve escalated customer complaints by providing support and guidance on non-technical questions, especially when working to improve customer sentiment. Drive thoughtful and effective communication with both Klaviyo customers and Klaviyo teams Create, iterate and document support processes, policies, and standards Provide actionable feedback to Product Experts by reviewing tickets and chats Set clear goals and drive ongoing improvements to team operations and product utilization Help shape and/or maintain a team identity and culture based on Klaviyo’s values

3+ years experience leading teams of 8+ in a fast-paced and metrics-based environment Proven track record of developing talent and building a culture of growth, collaboration, and continuous improvement Adaptable and resilient, and 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 the ability to adapt communication and support styles across diverse EMEA markets Skilled and thoughtful communicator across written and verbal channels Comfortable under pressure, able to manage competing priorities while keeping teams focused Proven ability to work cross-functionally with other teams and stakeholders regionally and globally Motivated by solving complex problems for customers and internal teams Full authorisation to live and work in Ireland without any restrictions Bonus items: Experience in SaaS/ MarTech environments Familiarity with: APIs/ integrations, networking (DNS, IPs), email marketing, and e-commerce platforms Proficiency (or ability to quickly learn) tools such as: G-Suite, Zendesk, Tableau, and Salesforce Fluency in another European language #LI-Hybrid #LI-JL2 We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025. Please see the independent bias audit report covering our use of Covey hereOur salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package. Your recruiter can provide more details about the specific salary/OTE  range for your preferred location during the hiring process.Base Pay Range in Local Currency:€68.000—€102.000 EURGet to Know Klaviyo We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us. 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.