Lead – Customer Support Systems @ Klaviyo

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

We’re hiring! We’re excited that you’re exploring our Lead - Customer Support Systems role on our GTM Systems team. Here’s a little bit more about how you’ll be able to make a difference on our team!

In this role you will:

Manage the Zendesk instance, optimizing configurations to enhance usability and support streamlined customer support processes.
Develop and monitor automations, triggers, and workflows within the Zendesk instance, identifying areas for scaling and optimization.
Lead initiatives to integrate Zendesk and Ada chatbot with other applications within the company, such as Qualtrics and Salesforce, aligning with business needs and objectives.
Maintain documentation for Zendesk and Ada enhancements and releases.
Establish and maintain operating procedures for the administration of the Zendesk platform, including design standards for ensuring consistency with overall company policies and guideline and technical process documentation.
Work with Support leaders to identify areas for improvement in Support and cross-functional processes and own improvement initiatives.
Coach and mentor junior team members.

We’re looking for people who have:

Proven experience as a Zendesk Administrator, with in-depth knowledge of Zendesk configurations, automation, and integration capabilities.
Experience with Ada or other chatbots is a plus.
Experience with Salesforce is a plus.
Experience developing with APIs where necessary to overcome system limitations.
Solid understanding of software development best practices and design patterns.
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Strong communication skills, both written and verbal, with the ability to communicate effectively with technical and non-technical stakeholders.
Proven track record of delivering high-quality solutions on time and within scope.

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:

$120,000—$180,000 USD

Get 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.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

You can find our Job Applicant Privacy Notice here.

Compensation Overview

6 month growth

1 year growth

2 year growth