VP, Global Customer Support (Remote Eligible)

At Klaviyo, it is deeply ingrained in our company's value system that we are customer-first. The VP of Global Support is a critical role responsible for leading our worldwide Support organization of customer support managers and agents. You are chartered with delivering exceptional customer experiences and outcomes for our hundreds of thousands of users. You’ll play a key role in helping customers unlock the Klaviyo platform. 

You will be responsible for delivering world class customer experiences. You will develop the strategy and vision for the business including the development of the workforce, and the support experiences for customers and partners. Your objectives will include defining a global structure and framework that scales while driving productivity and efficiency. You will work with teams across the company and will partner closely with the product and success teams as a voice for the customer. The VP of Global Customer Support will advocate for customer needs.

Leadership Responsibilities:

• Develop and oversee the vision, direction, quality, and output of our Global Support teams
• Own the overall business strategy and framework for our Global Support organization working closely with other Customer Success leaders to ensure our structure and processes deliver a best-in-class experience and get our customers the best outcome in the fastest, most minimal friction way
• Ensure our customers and partners are set up to succeed using Klaviyo and, when an issue does arrive, it is handled efficiently and effectively
• Develop and oversee vital processes such as Critical Situations (CritSits) and Escalations
• Develop processes to support internal and external stakeholders, always leading from a place of empathy, partnership and expertise
• Oversee performance management processes for the entire business unit
• Hire and develop new managers; coaching through effective leadership.
• Create an inclusive culture by leading by example; being humble and open-minded, and operating with high integrity. 
• Communicate, motivate, and inspire employees on the team to drive a positive team culture.  Cultivating a culture of inclusivity and belonging.
• Partner on workforce management and capacity planning with Support Operations to ensure optimal customer coverage and experiences.
• Own the definition and management of key performance indicators; support and encourage a data driven operating cadence
• Use leadership skills to advocate and influence key business goals and outcomes
• Work with executive leadership and other cross-functional peers for strategy development and execution planning.
• Align the Support business to the larger business goals and priorities.
• Collaborate with cross-functional teams to mitigate customer risk and improve the customer experience
• Use critical thinking and reason to analyze issues and problem solve. 
• Use ruthless prioritization and provide a clear view of those priorities to the organization
• Deliver executive level presentations and business reviews.

Required Skills-Experience:

• 15+ years of professional experience preferably in technology and in customer facing roles.
• 12+ years of experience in various support leadership roles in B2B software, ideally marketing or data technology organizations with a track record of driving growth.
• 2-5 years of experience in business process management or business process consulting.
• 2-5 years of experience with workforce management and capacity planning.
• 2-5 years managing a global-international experience.
• Experience scaling an international Support organization, especially in establishing a follow-the-sun and tiered support offering
• Strong technology skills and experience using tools and platforms such as Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, DNS, IPs and other networking concepts, APIs; Email marketing platforms and E-Commerce platforms
• Excellent communication and interpersonal skills with an aptitude for building strong relationships
• A passion for delivering unparalleled customer experiences and using a data-driven approach to make sure that happens
• Experience and familiarity with key technologies and strategies related to marketing technology is a plus
• A Bachelor's degree is preferred but not required
• Must be able to travel 20%