Customer Support Specialist

Customer Support Specialist, German (Weekend Shift)

Location: Dublin, County Dublin, Ireland
Work Model: Dublin, Ireland (Hybrid: 3 days p/week in office)

About the job

At 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 klaviyo.com/careers to see how we empower creators to own their own destiny.

The Role

Customer Support Specialists (called Product Experts at Klaviyo) are a critical part of our future success, and our growing PE team is based in our Dublin office, which has quickly become a thriving hub for our EMEA operations. 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 German-fluent Product Experts who are passionate about providing the best support to our EMEA customers who are scaling their businesses with Klaviyo.

You must be able to work weekends, available shifts include: Tuesday to Saturday or Sunday to Thursday. Working hours will either be 7am - 3pm or 9am - 5pm

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
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

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

• Fluent English & German language skills (written and spoken)
• Ability to work weekends (available shifts include Tuesday-Saturday or Sunday-Thursday)
• 1+ years experience working in a customer-facing role (ideally where you've successfully troubleshooted and resolved software/ SaaS issues)
• 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.
• Excellent communication skills: clear, empathetic, and able to explain technical concepts in simple terms
• 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)

Compensation and Benefits

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.

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:
€40.000 - €60.000 EUR

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

Get to Know Klaviyo

We'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.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.

By participating in Klaviyo's interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.

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.