Customer Support Specialist - job 1 of 2

As a Customer Support Specialist at Klaviyo, your key responsibilities will involve developing an in-depth knowledge of the Klaviyo platform and providing top-notch product support to our customers. You will partner with clients to effectively resolve their issues via email and live chat, and communicate thoughtfully to assist both technical and non-technical users. Additionally, you will document troubleshooting steps and support queries related to marketing, sales, and e-commerce setups.

To be considered for the Customer Support Specialist role at Klaviyo, applicants should possess a strong background in customer service along with proficiency in using tools like Microsoft Office Suite, G-Suite, Zendesk, and Salesforce. Familiarity with web technologies, DNS, APIs, and email marketing platforms is advantageous. Additionally, candidates must have full authorization to work in the UK without any restrictions.

An ideal Customer Support Specialist at Klaviyo should be an excellent communicator with a knack for creative problem-solving. The ability to adapt quickly to changing priorities is crucial, as well as being self-motivated and eager to learn. Candidates must thrive in collaborative environments and possess strong written and verbal communication skills to effectively assist our diverse customer base.

The pay range for the Customer Support Specialist role at Klaviyo varies between £40,000 and £60,000 GBP, depending on experience and qualifications. Additionally, this role comes with competitive benefits and potential variable compensation based on performance. Klaviyo is committed to offering a workplace that values diversity and inclusion.

To learn more about life at Klaviyo and what it’s like to be a Customer Support Specialist, you can visit our careers page. We share insights into our team culture, the support we provide our employees, and our mission to empower creators across the globe. It’s a great resource if you’re curious about our values and the experiences of our team members.

When faced with a difficult customer situation, it’s important to remain calm and attentive. First, listen to the customer’s concerns without interrupting. Empathize with their situation and ensure they feel heard. Then, clearly explain your plan to resolve their issue, maintaining a positive and solution-oriented demeanor. Follow up to ensure satisfaction before concluding the interaction.

When discussing your experience with troubleshooting software issues, highlight a specific instance. Detail the problem, the steps you took to diagnose it, and how you successfully resolved it. Emphasize critical thinking, your methodical approach, and any tools you utilized, such as Zendesk or Salesforce, to manage customer inquiries.

Effective time management is crucial in customer support. I prioritize tasks by urgency and complexity, using tools and workflows to remain organized. I keep track of ongoing conversations with customers and update them when necessary, ensuring no one feels neglected. I also allocate specific blocks of time for different types of queries to maintain efficiency.

To communicate effectively with both technical and non-technical users, I focus on understanding the customer’s level of expertise and adjust my language accordingly. I avoid jargon when speaking to non-technical clients, using simple terms and analogies to explain solutions. For technical users, I provide detailed, technical explanations while still being approachable and patient.

In a previous role, I had a customer facing a critical deadline due to a system issue. I took the initiative to stay after hours to ensure their problem was resolved swiftly. I remained in contact with them throughout the process, providing updates and eventually guiding them to a solution by the end of the day. They appreciated my commitment, which strengthened our relationship.

I have extensive experience using Zendesk and Salesforce to manage customer support tickets and track customer interactions. I’m proficient in utilizing these platforms to document issues, monitor progress, and generate reports. My experience allows me to streamline communication and enhance the overall customer experience.

If I encounter a customer inquiry where I don't know the answer, I would assure the customer that I will find out the information they need. I would research the question or consult with colleagues who may have the expertise, ensuring to follow up regularly with the customer to keep them informed. Transparency and communication are key in this scenario.

The most important aspect of being a Customer Support Specialist is delivering exceptional customer service. This means being empathetic, responsive, and knowledgeable about the products. It's essential to build rapport and trust with customers so they feel valued and supported, leading to enhanced customer loyalty and satisfaction.

I regularly engage in training sessions, webinars, and industry conferences to stay informed about new products, features, and trends. Additionally, I follow relevant blogs, news outlets, and forums related to my field to continuously expand my knowledge and stay ahead in the rapidly evolving tech landscape.

Klaviyo’s mission to empower creators through actionable data resonates deeply with me. I believe in the importance of harnessing data to improve customer experiences and foster growth for businesses. My passion for providing helpful support aligns with Klaviyo’s dedication to customer success, and I am excited about the prospect of contributing to this mission.