Customer Support Specialist, French-Speaking
2 days ago
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 French-speaking Product 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 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 French (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)
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Please see the independent bias audit report covering our use of Covey here
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