Customer Support Specialist, German-Fluent

<div class="content-intro"><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 class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><div class="section page-centered"> <div> </div> <div><strong>Dublin, Ireland (Hybrid: 3 days p/week in office)<br></strong></div> <div> </div> <div>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 <strong>German-fluent</strong> Product Experts who are passionate about providing the best support to our EMEA customers who are scaling their businesses with Klaviyo.</div> </div> <div class="section page-centered"> <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 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> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> </ul> </div> <div class="section page-centered"> <h3>Who You Are:</h3> <p>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.</p> <p><strong>Must-Haves</strong></p> <ul> <li>Fluent English German language skills (written and spoken) </li> <li>1+ years experience working in a customer-facing role (ideally where you’ve successfully troubleshooted and resolved software/ SaaS issues)</li> <li>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.</li> <li>Excellent communication skills: clear, empathetic, and able to explain technical concepts in simple terms</li> <li>Comfortable working in a high-volume, fast-paced environment, meeting and exceeding defined metrics and KPIs while maintaining quality of service</li> <li>Flexibility to work varied shifts (occasional 8am - 4pm or 10am - 6pm alongside standard 9am - 5pm)</li> <li>Collaborative mindset: loves to share knowledge, con ... (truncated, view full listing at source)