Product Expert

Klaviyo•Boston, MA

16h

About The Position

Product Experts (Customer Support Specialists) are a critical part of Klaviyo's future success. The mission is to deliver exceptional assistance to customers with the highest level of quality in both product knowledge and communication skills, consistently meeting and exceeding customer expectations. Klaviyo is looking for a Product Expert who is passionate about providing the best support to customers scaling their businesses with Klaviyo. The company is interested in individuals with 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 their software.

Requirements

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 end users
Self-motivated, eager to learn and thrive in a collaborative environment
Capable of adapting quickly to changing priorities
Experience with or able to quickly pick-up: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce
Experience with or able to quickly pick-up: Web works, networking, and software products
Experience with or able to quickly pick-up: DNS, IPs and other networking concepts
Experience with or able to quickly pick-up: APIs
Experience with or able to quickly pick-up: Email marketing platforms and E-Commerce platforms
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.

Nice To Haves

Familiar with the Klaviyo product and completing the Klaviyo Practitioner Certificate

Responsibilities

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.