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 careers.klaviyo.com to see how we empower creators to own their own destiny.
How you will make a difference:
- 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 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
Who 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-Haves
- 3+ years experience working in a customer-facing role where you've successfully 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)
#LI-Hybrid #LI-JL2
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 Covey Scout for Inbound on April 3, 2025.
Please see the independent bias audit report covering our use of Covey here
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. 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.
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, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.