Description:
Here at Klaviyo we start with our customers and work backwards. We want to be experts and set the benchmark in the work and experiences we create. We are working hard to redefine and set new standards for Customer Support. Our team and business in APAC is growing fast and we’re looking for the most talented Customer Support professionals to help fulfil our ambitions.
Our ideal candidate is a great leader who obsesses about providing the ultimate customer experience. To succeed here, you will need the ability to find creative solutions to unique problems, to thrive in challenging situations, and to be the kind of leader that teams love to follow.
How you will make a difference:
- Develop an in-depth knowledge of the Klaviyo product to support individual contributors
- Coach and mentor a team of up to 12 or more Product Experts to provide the ultimate experience for Klaviyo customers
- Ensure Product Experts are staying up to date on product changes and/or releases by identifying themes and/or training gaps
- Directly resolve escalated customer complaints by providing support and guidance on non-technical questions, especially when working to improve customer sentiment.
- Drive thoughtful and effective communication with both Klaviyo customers and Klaviyo teams
- Create, iterate and document support processes, policies, and standards
- Provide actionable feedback to Product Experts by reviewing tickets and chats
- Set clear goals and drive ongoing improvements to team operations and product utilisation
- +1 years managing and mentoring a team in a similar area of client/customer support
- 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 internal teams
- Strong leader dedicated to helping others develop
- Self-motivated, eager to learn and thrive in a collaborative environment
- Capable of adapting quickly to changing priorities
- Can demonstrate use of data to drive decisions
- Analytical and driven to achieve quantitative and qualitative targets
- Able to work well under pressure
- Experience of collaborating cross functionally
- Nurture an environment of growth with encouragement and empowerment
- Experience with supporting a global customer base
What would be a bonus:
- Experience with or able to quickly pick-up (a plus): Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce; DNS, IPs and other networking concepts, APIs; Email marketing platforms and E-Commerce platforms
Requirements:
- Full authorisation to work in Australia without any restrictions
22 Mar 2025;
from:
uworkin.com