Customer Support Specialist @ Klaviyo

6 days ago

Sydney, New South Wales, Australia Hatch Full time $60,000 - $80,000 per year

This is a Customer Support Specialist role with Klaviyo based in Sydney, NSW, AU

Salary:
$ k pa.

Klaviyo is a unified customer platform for email, SMS, and more. We give more than 90K online brands direct ownership of their consumer data and interactions - so they can turn transactions with customers into productive long-term relationships, and grow on their own terms.

Customer Support Specialists (called Product Experts at Klaviyo) are a critical part of our future success. 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 a Product Expert who is passionate about providing the best support to our APAC customers who are scaling their businesses with Klaviyo.

We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

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

  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
  • 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

Requirements

  • Full authorisation to work in Australia without any restrictions
  • Ability to work a Saturday - Wednesday working week (working weekends)


Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

  • Providing product support
  • Diagnosing issues
  • Documenting solutions

Key Strengths

  • Product knowledge
  • Communication skills
  • Problem-solving
  • Technical proficiency
  • Networking knowledge
  • E-commerce familiarity

Why Klaviyo is partnering with Hatch on this role.
Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Klaviyo not with Hatch.

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