Customer Support Specialist, German-Speaking

Customer Support Specialist, German-SpeakingCustomer SupportDublin, IEAt 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.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 forGerman-speakingProduct 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: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-Haves3+ years experience working in a customer-facing role where you've successfully troubleshooted and resolved software/ SaaS issuesExcellent communication skills: clear, empathetic, and able to explain technical concepts in simple termsFluency (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 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-HavesBackground in MarTech SaaS, email deliverability, or e-commerce platformsFamiliarity with tools like Zendesk, G-Suite, or similarWe 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, ****.Please see the independent bias audit report covering our use of Covey hereOur 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.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 Klaviyo Rewards - Global Benefits to find out more about our Total Rewards package.Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.Base Pay Range in Local Currency:Get to Know KlaviyoWe'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.IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously.We will never ask for payment, bank details, or personal financial information as part of the application process.All our legitimate job postings can be found on our official career site.Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice.If you do not wish for Klaviyo to process your Personal Data, please do not submit an application.You can find our Job Applicant Privacy Noticehereand here (FR).#J-*****-Ljbffr