Product Expert, Klaviyo
Base pay: $26.92—$40.38 USD
3+ days a week in office
The B2C CRM
Posted today
Base pay: $26.92—$40.38 USD
3+ 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
- If you’re a close but not exact match with the description, we hope you’ll still consider applying
- We are looking for a Product Expert who is passionate about providing the best support to customers who are scaling their businesses with Klaviyo
- We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software
What the job involves
- Product Experts (Customer Support Specialists) are a critical part of our future success
- 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
- You'll 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, chat, and phone
- 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
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up
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
Devin Bhatia, Customer Success Manager
Our mission
Create exceptional customer experiences by providing immediate and long-lasting value, while empowering creators to own their growth.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
- Blue Cross Blue Shield of Massachusetts
- Dental insurance
- Vision coverage through EyeMed
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Employee assistance program (EAP)
- 401(k) plan with company match
- Flexible paid time off (FPTO)
- 13 company holidays
- Paid parental bonding leave
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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