Dublin, Ireland (Hybrid: 3 days p/week in office)
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. We are looking for German-fluent Product Experts who are passionate about providing the best support to our EMEA customers who are scaling their businesses with Klaviyo.How you will make a difference: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 platformProvide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chatCommunicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologiesDiagnose software issues and resolve escalated customer complaints engage using established processesProvide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)Communicate thoughtfully and effectively with all Klaviyo customersDocument troubleshooting and problem resolution stepsWho You Are: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.Must-HavesFluent English & German language skills (written and spoken) 1+ years experience working in a customer-facing role (ideally 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 termsComfortable working in a high-volume, fast-paced environment, meeting and exceeding defined metrics and KPIs while maintaining quality of serviceFlexibility to work varied shifts (occasional 8am - 4pm or 10am - 6pm alongside standard 9am - 5pm)Collaborative mindset: loves to share knowledge, contribute ideas, and support teammatesProactive and positive: self-motivated, adaptable, and willing to go above and beyond for customersFull authorisation to work in Ireland without any restrictionsNice-to-HavesExperience troubleshooting: APIs, integrations, HTML/ CSS/ JavaScript, or networking basics (DNS, IPs)Background in MarTech SaaS, email deliverability, or e-commerce platformsFamiliarity with tools like Zendesk, G-Suite, or similarKlaviyo Product Certification (can be achieved after joining)#LI-Hybrid #LI-JW1We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.Please see the independent bias audit report covering our use of Covey here