Customer Support Specialist

<p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit <a href="https://careers.klaviyo.com/en/" target="_blank">careers.klaviyo.com</a> to see how we empower creators to own their own destiny.</em></p> Customer Support Specialists (called Product Experts at Klaviyo) 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. We are looking for a Product Expert who is passionate about providing the best support to our EMEA 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. <h3>How you will make a difference:</h3> <ul> <li>Develop an in-depth knowledge of the Klaviyo platform</li> <li>Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat</li> <li>Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies</li> <li>Diagnose software issues and resolve escalated customer complaints engage using established processes</li> <li>Provide support &amp; guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)</li> <li>Communicate thoughtfully and effectively with all Klaviyo customers</li> <li>Document troubleshooting and problem resolution steps.</li> </ul> <h3>Who You Are:</h3> <ul> <li>1+ years Customer Support/ Technical Support experience via Live Chat and Email/ ticketing channels gained within a SaaS organisation </li> <li>Experience working with/ handling issues related to email deliverability/ email marketing platforms/ e-commerce platforms advantageous</li> <li>Flexibility to work shifts: 9am - 5pm (standard), 8am - 4pm / 10am - 6pm when required</li> <li>Strong understanding of/ experience in APIs and integrations</li> <li>Experience using: Zendesk (or similar ticketing systems), G-Suite</li> <li>Experience in: DNS, IPs and other networking concepts a bonus</li> <li>Knowledge of HTML/ CSS, Javascript a bonus</li> <li>A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills</li> <li>Passionate about creative problem solving for customers and end users</li> <li>Self-motivated, eager to learn and thrive in a collaborative environment, and capable of adapting quickly to changing priorities</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>Full authorisation to work in Ireland without any restrictions</li> </ul> <p><span>#<span>LI</span>-<span>Hybrid #LI-JL2</span></span></p> <p>We 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 <a href="https://getcovey.com/product/covey-scout-inbound">Covey Scout for Inbound</a> on April 3, 2025.</p> <p>Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144">here</a></p><p>Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.</p> <p>In addition to base salary, our total compensation package 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 <a href="https://klaviyorewards.com/global-benefits/">Klaviyo Rewards - Global Benefits</a> to find out more about our Total Rewards package.</p> <p>Your recruiter can provide more details about the specific salary/OTE  range for your preferred location during the hiring process.</p>Base Pay Range in Local Currency:<span>€40.000</span><span>—</span><span>€60.000 EUR</span><p><strong>Get to Know Klaviyo</strong></p> <p>We’re Klaviyo (pronounce