Product Expert (Tues-Sat) at Klaviyo in Remote

Summary: Klaviyo is a company that empowers creators to own their destiny by making first-party data accessible and actionable. They are seeking a Product Expert to provide exceptional support to customers, ensuring their issues are resolved effectively through various communication channels while developing in-depth knowledge of the Klaviyo platform. Responsibilities: - 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, chat, and phone - 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 - Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up Required Qualifications: - 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, chat, and phone - 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 - Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up - A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills - Ability to work Tues-Sat shift - Passionate about creative problem solving for customers and end users - Self-motivated, eager to learn and thrive in a collaborative environment - Capable of adapting quickly to changing priorities - Experience with or able to quickly pick-up: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce - Web works, networking, and software products - DNS, IPs and other networking concepts - APIs - Email marketing platforms and E-Commerce platforms Preferred Qualifications: - Familiar with the Klaviyo product and completing the Product Certification is a plus - 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 Required Skills: Klaviyo platform knowledge, Customer support experience, Problem-solving skills Important Skills: Microsoft Office Suite, Salesforce, Zendesk, Email marketing platforms, E-Commerce platforms Nice-to-Have Skills: G-Suite, Google Sheets, PowerPoint, Networking concepts, APIs, AI tools experience, Communication skills, Adaptability, Self-motivation Benefits: Participation in the company’s annual cash bonus plan, Variable compensation (OTE) for sales and customer success roles, Equity, Sign-on payments, A comprehensive range of health, welfare, and wellbeing benefits based on eligibility