Product Manager, Customer Hub

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 klaviyo.com/careers to see how we empower creators to own their own destiny.

 

About the Team

The Customer Hub team is building the next generation of post-purchase experiences for shoppers. Our mission is to create a self-serve hub where customers can easily interact with the brands they buy from, manage their orders and accounts, access loyalty benefits, and resolve common questions after checkout.

When self-service isn’t enough, the Hub also serves as the front door to customer support, seamlessly connecting shoppers to agent workflows so issues can be resolved quickly. Sitting at the intersection of customer experience, support tooling, and brand operations, the team focuses on helping brands deliver better support while operating more efficiently at scale.

The Role

We’re looking for a Product Manager to focus on the evolution of the Customer Hub, the primary surface where shoppers engage with brands. You will own the product direction for both shopper-facing self-service experiences and the pathways that connect customers to support when needed.

You’ll work closely with engineering, design, data, and customer experience teams to build intuitive, scalable solutions that improve resolution rates, customer satisfaction, and operational efficiency.

What You’ll Do

• Contribute to the product vision and roadmap for the Customer Hub, a self-serve portal where shoppers interact with brands.
• Design and improve self-service experiences that allow shoppers to manage common needs such as order tracking, account management, loyalty benefits, and support inquiries.
• Define the handoff from self-serve experiences to agent workflows, ensuring smooth transitions when shoppers require human support.
• Partner closely with engineering, design, data, and customer experience teams to deliver scalable and reliable solutions.
• Balance the needs of shopper-facing UX, brand operators, and internal support agents to create cohesive end-to-end experiences.
• Drive product discovery through customer research, data analysis, and experimentation to identify opportunities to improve resolution rates and customer satisfaction.
• Define and monitor success metrics across self-serve adoption, resolution rates, customer satisfaction, and support efficiency.
• Communicate priorities, tradeoffs, and product strategy clearly across cross-functional stakeholders.

Who You Are

• 4–8+ years of product management experience building customer-facing or platform products.
• Comfortable navigating complex tradeoffs and aligning stakeholders across engineering, design, support, and go-to-market teams.
• Strong cross-functional communicator who can translate customer problems into clear product requirements and decisions.
• Experience building or improving customer support, self-service, or portal-style products is highly desirable.
• Data-driven and comfortable using metrics and experimentation to inform product decisions.
• Passionate about building intuitive, high-quality customer experiences that scale.

Why This Role Matters

Customer expectations for fast, seamless support continue to rise. The Customer Hub plays a critical role in helping brands deliver self-service experiences that delight customers while reducing operational friction. In this role, you’ll help shape the future of how brands engage with and support their customers across the entire post-purchase journey.

 

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash