Overview
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-speaking Product Experts who are passionate about providing the best support to our EMEA customers who are scaling their businesses with Klaviyo.
Dublin, Ireland (Hybrid: 3 days p/week in office)
How You Will Make a Difference
Join a team focused on delivering high-quality product support and guidance to Klaviyo customers via email and live chat, helping customers resolve issues and expand their use of the platform.
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 and live chat
* Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while supporting a wide range of technologies
* Diagnose software issues and resolve escalated customer complaints using established processes
* Provide support & guidance on non-technical questions (e.g., marketing, sales, other e-commerce setup questions)
* Communicate thoughtfully and effectively with all Klaviyo customers
* Document troubleshooting and problem resolution steps
Who You Are
We're looking for individuals who thrive in challenging situations and bring 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-Haves
* 3+ years experience in a customer-facing role where you’ve troubleshooted and resolved software/SaaS issues
* Excellent communication skills: clear, empathetic, and able to explain technical concepts in simple terms
* Fluency (written and spoken) in English and German (essential)
* 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
Nice-to-Haves
* 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)
Compensation and Benefits
Base Pay Range in Local Currency: €40,000—€60,000 EUR
Your total compensation may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards - Global Benefits to learn more about our Total Rewards package. Your recruiter can provide more details about the specific salary/OTE range for your location during the hiring process.
Base Pay Range In Local Currency
€40.000—€60.000 EUR
About Klaviyo
We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
Equal Opportunity: Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, disability, veteran status, martial status, or any other characteristic protected by law.
Privacy Notice: By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. See our Job Applicant Privacy Notice for details.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: Marketing Services
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