Support Manager, Apac - Sydney, Australia - Klaviyo

Klaviyo

Verified Company

Sydney, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Here at Klaviyo we start with our customers and work backwards. We want to be experts and set the benchmark in the work and experiences we create. We are working hard to redefine and set new standards for Customer Support.

Our team and business in APAC is growing fast and we're looking for the most talented Customer Support professionals to help fulfil our ambitions.

How you will make a difference:

Develop an in-depth knowledge of the Klaviyo product to support individual contributors
Coach and mentor a team of up to 12 or more 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 nontechnical 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 utilisation

Who You Are:

- +1 years managing and mentoring a team in a similar area of client/customer support

A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills
Passionate about creative problem solving for customers and internal teams
Strong leader dedicated to helping others develop
Selfmotivated, eager to learn and thrive in a collaborative environment
Capable of adapting quickly to changing priorities
Can demonstrate use of data to drive decisions
Analytical and driven to achieve quantitative and qualitative targets
Able to work well under pressure
Experience of collaborating cross functionally
Nurture an environment of growth with encouragement and empowerment
Experience with supporting a global customer base

What would be a bonus:

Requirements:

Full authorisation to work in Australia without any restrictions

Klaviyo benefits:

As part of the Klaviyo team you will be looked after with some great benefits, including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books) to name a few.

LI-Hybrid

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.