Principal Product Expert

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.

Principal Product Expert

Job Summary:

Backline Product Experts improve the overall customer experience by supporting the Frontline Team when they get stuck by providing in-the-moment assistance, identifying trends and opportunities for ongoing development and enablement resources, improving processes and getting customers the fastest, most accurate answer possible. The Backline team is measured by, and continually seeks to improve First Response Times, One Touch Solves, CSAT and eNPS.  

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Have an in-depth knowledge of the Klaviyo platform as well as Klaviyo APIs

• Have a solid understanding of Shopify as well as non Shopify integrations and be able to troubleshoot integration issues. 

• Provide high-quality product support for Klaviyo customers during escalations, partnering with them to effectively resolve their escalated issues through email, chat, and phone/zoom as needed. 

• Support Frontline time team to meet SLA requirements

• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.

• Build strong relationships with Frontline Product Experts, helping them develop their product knowledge and understanding of the Klaviyo Platform.

• Identify training needs for Frontline Product Experts and help create training materials working alongside the enablement team. 

• Identifies issues as they arise, and proactively suggests solutions for improvement

• Performs other related duties as assigned.

Required Skills/Abilities:

• Strong product knowledge of Klaviyo platform 

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Excellent organizational skills and attention to detail.

• Excellent time management skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills.

• Strong supervisory and leadership skills.

• Ability to prioritize tasks and to delegate them when appropriate.

• Ability to function well in a high-paced environment.

• 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

Education and Experience:

• High school diploma or equivalent.

• At least two years related experience required.

Physical Requirements:

• Prolonged periods of sitting/standing at a desk and working on a computer.

Salary Range:

124,000 - 186,000 AUD

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Please see the independent bias audit report covering our use of Covey here

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.

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.