IT Support Team Lead, Klaviyo
€56-84k
3-5 days a week in office
The only CRM built for B2C
Open for applications
The only CRM built for B2C
1001+ employees
Open for applications
€56-84k
3-5 days a week in office
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- 2+ years of IT/ Help Desk Support experience using a ticketing system such as FreshService/ Zendesk or similar
- Proven experience managing projects or initiatives
- Can be in the Dublin office minimum of three times per week (sometimes 5 days p/wk depending on business needs)
- Experience working with global teams across time zones
- Worked with the following (or similar) core technologies/applications: Jamf Pro, Okta, 1Password, Google Workspace, and Atlassian Product Suite (Confluence/ Jira)
- Subject matter expert on various IT systems, from enterprise device management to wired and wireless networking endpoint security
- Extensive experience deploying hundreds of macOS and iOS devices at scale and building configuration profiles and policies
- Enjoy automating workflows and repetitive tasks
- Exceptional verbal and written communication skills
- Passionate about learning new technologies and passing that knowledge on by mentoring and developing team members
Desirable
- Worked with Okta Workflows
- Understanding of networking topics, including routing, DNS, VPN, 802.1X, and multiple-VLANs)
- Experience with programming languages or scripting knowledge
- Experience with MDM/ SSO strategy and support
What the job involves
- Klaviyo's global corporate Information Technology (IT) team that is part of our Global Technology Solutions (GTS), provides technology systems, administration, and support to Klaviyos worldwide
- Our main goal is to ensure that Klaviyos everywhere have a strong technology foundation to do great work. We solve problems using technology and embracing automation and support Klaviyo's continued scalability and sustainable employee growth in a rapidly evolving environment
- The IT SearchBar team - "SearchBar" is our end-user support team who are responsible for providing day-to-day tactical support to Klaviyos
- SearchBar responsibilities include assisting with employee onboarding, inventory maintenance, overseeing a ticket queue, creating automated workflows, and documenting processes for our internal knowledge base
- As our IT Team Lead responsible for the Dublin office, you'll interact with and solve technical issues for other Klaviyos
- Using your experience, you'll work to understand the problem and then solve it using your troubleshooting skills
- You'll also work on projects and automation initiatives in coordination with the larger IT SearchBar and end-user team
- You'll mentor team members and help them grow their technical knowledge. You'll have support when you need it, working closely with the IT SearchBar team in our other regions and the other IT teams to escalate issues as necessary
- You'll work in partnership with other IT Team Leads and under the leadership of the IT Manager, International
- Oversee the daily ticket queue, ensuring priority tickets are solved expediently
- Mentor team members to grow and develop in their careers and help increase their scope and impact throughout their tenure at Klaviyo
- Provide real-time support to remote and in-office Klaviyos by asking the right questions to dig into the root cause of the problem
- Establish team standards and monitor objectives and key results (OKRs)
- Identify recurring technical issues and eliminate manual processes through automation
- Assist with hardware needs - setting up and de-provisioning devices - installing and configuring software, and shipping and receiving
- Participate actively with documentation and write knowledge base articles, including editing and reviewing documentation created by junior team members
- You'll support our conference rooms and unified communications technology
- Provide on-call support on a rotational basis after business hours
- Maintain IT supplies for the office, including ordering, dispatching and receiving deliveries and recycling inventory
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
2 people
Meet Blake, Manager of New Hire Onboarding
Our mission
Base Camp provides a best in class onboarding program, fueled by 'just in time' learning throughout a new hires' first 100 days.Insights
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Participation in Klaviyo ESPP
- Personal lifestyle allowance
Company values
- Put customers first: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
Company HQ
Dublin, Republic of Ireland
Articles
Leadership
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 128 more jobs at Klaviyo