Director – Customer Support

Posted on 4/19/2024



1,001-5,000 employees

Unified marketing automation for personalized communication

Consumer Software

Senior, Expert

Cambridge, MA, USA

Required Skills
Customer Service
  • 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
  • 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
  • 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
  • Communicate, motivate, and inspire employees on the team
  • Create an inclusive culture on your team
  • 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
  • Define & ensure clarity around priorities and goals for their entire functional area
  • Provide guidance and support to direct reports
  • Operationalize and improve processes and documents for the functional group
  • Collaborate with cross functional teams to mitigate customer risk
  • Continuously provide input to scale and improve internal processes as well as customer support offerings
  • Responsible for execution & attainment of all 2024/2025 strategy and operation goals
  • 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
  • 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
  • Establish operational objectives for their business unit
  • Proactively and successfully partners with key people in marketing, sales, and product
  • 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
  • Facilitating goal-level creation for the broader function
  • Ability to analyze issues and problem solve in an objective and scalable way

Klaviyo provides a unified marketing automation platform for personalized email, SMS, and push notifications, leveraging advanced segmentation, behavior-based automation, AI-driven optimization, and targeted list growth tools, supported by over 300 tech integrations.

Company Stage


Total Funding



Boston, Massachusetts



Growth & Insights

6 month growth


1 year growth


2 year growth