Customer Support Specialist, Klaviyo
German Speaker
€40-60k
Equity (RSUs), Annual Bonus, €2,300 annual learning & development allowance, €900 lifestyle stipend, Healthcare & Dental cover with Irish Life, and more
More information about location
3+ days a week in office (Central Plaza, Dame St, Temple Bar, Dublin 2, Ireland)
The B2C CRM
Open for applications
€40-60k
Equity (RSUs), Annual Bonus, €2,300 annual learning & development allowance, €900 lifestyle stipend, Healthcare & Dental cover with Irish Life, and more
More information about location
3+ days a week in office (Central Plaza, Dame St, Temple Bar, Dublin 2, Ireland)
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
- We are looking for German-speaking Product Experts who are passionate about providing the best support to our EMEA customers who are scaling their businesses with Klaviyo
- We’re looking for individuals who thrive in challenging situations and brings a positive, self-driven attitude
- You'll have a track record of finding creative solutions to unique problems and love supporting customers in a collaborative way
- Fluent English & German language skills (written and spoken)
- 3+ years experience working in a customer-facing role where you’ve successfully troubleshooted and resolved software/ SaaS issues
- You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient
- Excellent communication skills: clear, empathetic, and able to explain technical concepts in simple terms
- Comfortable working in a high-volume, fast-paced environment, meeting and exceeding defined metrics and KPIs while maintaining quality of service
- Flexibility to work varied shifts (occasional 8am - 4pm or 10am - 6pm alongside standard 9am - 5pm)
- Collaborative mindset: loves to share knowledge, contribute ideas, and support teammates
- Proactive and positive: self-motivated, adaptable, and willing to go above and beyond for customers
- Full authorisation to work in Ireland without any restrictions
Desirable
- Experience troubleshooting: APIs, integrations, HTML/ CSS/ JavaScript, or networking basics (DNS, IPs)
- Background in MarTech SaaS, email deliverability, or e-commerce platforms
- Familiarity with tools like Zendesk, G-Suite, or similar
- Klaviyo Product Certification (can be achieved after joining)
What the job involves
- Customer Support Specialists (called Product Experts at Klaviyo) are a critical part of our future success, and we're building our brand new PE team in our new Dublin office
- We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up
- Develop an in-depth knowledge of the Klaviyo platform
- Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat
- Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
- Diagnose software issues and resolve escalated customer complaints engage using established processes
- Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)
- Communicate thoughtfully and effectively with all Klaviyo customers
- Document troubleshooting and problem resolution steps
Application process
- 1. Recruiter Interview (30 mins Zoom)
- 2. Hiring Manager Interview (30 mins Zoom)
- 3. Skills Assessment - Online Test & Email Exercise in German (1hr)
- 4. Team Interviews (x2 30mins Zoom)
- 5. Director of EMEA Support Interview (30 mins Zoom)
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
103 people
Ben Jackson, Managing Director
Our mission
Our mission is to empower creators to own their destiny.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 medical insurance
- Medical
- Dental
- Vision
- Lifestyle spending account
- Commuter benefits
- Modern Health - wellness platform
- Parental leave
- Company equity
- Employee stock purchase plan
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
Boston, MA
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.
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