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Product Expert, West Coast (Saturday - Wednesday) at Klaviyo (Remote)

Klaviyo
| Remote
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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.

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 customers who are scaling their businesses with Klaviyo. We are building a new team to support our customers during a Saturday - Wednesday shift. 
 
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.
 
Check out this great video from the team: What it's like to be a Klaviyo and core values.
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, chat, and phone
  • 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.

Now look at this video to understand a bit more! What it means to be a product expert

Who You Are:
  • Located in PST or CST time zones
  • 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

Get to Know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo is committed to diversity and to a policy of equal employment opportunity and non-discrimination. We do not discriminate on the basis of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected by applicable law.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station. We also have offices in Denver, London and Sydney.

An Insider's view of Klaviyo

What's something quirky about your company?

There are a lot of quirky things about Klaviyo - from our love for Nicolas Cage to our need to use gifs and emojis in any and all communications. But the quirkiest, or most unexpected, thing about Klaviyo is how kind, genuine, and caring each person is here. Every day you’ll have the opportunity to work with folks that truly care.

Natalie

Senior New Hire Specialist

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Senior Billing Specialist

How do you empower your team to be more creative?

We give people the means to learn, be it an unlimited budget for books or whatever is going to make you better. We’re going to give engineers the ability to go to conferences of their choice — this is a deeply personal thing that people need to be passionate about and be able to learn.

Allen

Chief Technology Officer

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo values our employees' health, wellbeing, and professional development. We take pride in our benefits, programs and perks. One of our core values is "Klaviyos are always learning." We offer a robust learning stipend to bolster your professional interests (or learn a new language), leadership training to all Klaviyos (including individual contributors and managers), coaching for all Klaviyos, and a book reimbursement policy. Additional benefits include flexible paid time off, employee referral bonuses, commuter/transit expenses, fitness reimbursements, premium mental and emotional wellbeing programming, and a fun company atmosphere. Diversity, equity and inclusion is woven throughout our Klaviyo fabric - from Klaviyo Resource Groups to company-wide programming. Over 70 percent of our employees participate in one of our ten global Klaviyo Resource Groups! We also offer competitive salaries and 401K match through Principal.

Culture
Volunteer in local community
Klaviyos are offered paid time off to volunteer in their local community. In 2022 we volunteered with local organizations like Build Boston, Cradles to Crayons, and the Emerald Necklace Conservancy
Partners with Nonprofits
All our Klaviyo Resource Groups are provided a donation budget for mission aligned causes. Our TA team also partners with nonprofits like Thrive Scholars, and Hack Diversity, and the Upward Project.
Friends outside of work
Eat lunch together
Intracompany committees
We have a number of groups that come together around shared interests - from runners to avid readers. Every Klaviyo is an owner of our culture and we welcome and encourage everyone to contribute to it
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Klaviyo has made significant investment in diversifying our management team at every level, from first level leaders and our executive leadership team to our Board of Directors.
Unconscious bias training
Unconscious bias is embedded into all of our trainings - from interview to manager trainings. This is not a one-time thing, but a continuous area of focus and commitment for us.
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have a robust resource group community at Klaviyo. We foster events that teach around intersectionality so we can all learn and grow together. Each department also offers unique programming.
Hiring Practices that Promote Diversity
We have policies in place to ensure a fair and equitable hiring process, while also customizing recruiting strategies for specific roles because we know it's not a one-size fits all.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo's healthcare & dependent care FSAs help employees cover out-of-pocket medical, dental and vision expenses, as well as qualified childcare expenses with contributions up to the IRS maximum.
Disability Insurance
Our short and long term disability insurance benefit pays 60% of an employee's annual salary (OTE if applicable). We also cover the 40% gap in pay for the first 6 weeks of any approved medical claim.
Dental Benefits
Our dental plan covers : 100% for preventative care, 80% for basic restorative, 50% for major restorative. As well as services like adult orthodontics.
Vision Benefits
Our vision benefit plan offers access to enhanced plus providers, as well as 100% coverage for annual eye exams with $150 allowance for glasses and contact lenses each.
Health Insurance Benefits
Klaviyo offers 3 health insurance plans with BCBS. Employees who select the High Deductible Health Plan receive up to $2,000/year to fund a Health Savings Account.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to $300,000. Additionally, Accidental Death & Dismemberment coverage is offered equal to the group life benefit.
Wellness Programs
Klaviyos may be reimbursed up to $200 for online and app-based classes, exercise equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness expenses.
Onsite Gym
Mental Health Benefits
We offer robust and comprehensive mental and emotional well-being programming through Modern Health. Customizable care encompasses therapy, coaching, self-paced courses and more.
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Klaviyo's 401(k) retirement plan matches an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
Company Equity
Klaviyo offers equity packages to all full time employees, vesting over a four-year period.
Child Care & Parental Leave Benefits
Generous Parental Leave
Klaviyo guarantees all new parents (birth, adoption, foster care) 16 weeks of 100% paid parental leave, with an additional medical recovery leave for birthing parents.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes core hours, flexible start and end times.
Remote Work Program
Family Medical Leave
Klaviyo offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited flexible paid time off policy and employees are encouraged to take a minimum of 4 weeks off per year.
Paid Volunteer Time
In line with our value to make the world more equitable, Klaviyos are encouraged to use their flexible paid time off policy to volunteer and give back to their local communities.
Paid Holidays
Paid Sick Days
Klaviyos can leverage their flexible paid time off when experiencing an illness.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers tax preferred transit and parking plans for employees in the Boston office and contributes $50 per month to the transit or parking plan.
Company Outings
Klaviyo has regular in-person team offsites, as well as virtual activities like trivia nights, cooking classes craft workshops.
Game Room
Klaviyo offers ping-pong tables, golf simulators, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a well stocked kitchen with free snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or lunches.
Happy Hours
Our Boston office hosts regular wine Wednesdays. In addition, individual teams and Klaviyo Resource Groups often gather for their own happy hours.
Parking
There is a parking garage underneath the building.
Recreational Clubs
We have a number of Slack channels for Klaviyos with shared interests such as cooking, woodworking, 3D printing, and more!
Relocation Assistance
In certain cases, for new hires in roles that are required to be in the Boston office, there is the potential for relocation assistance to be offered.
Fitness Subsidies
Klaviyos may be reimbursed up to $200 for exercise classes, equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness and weight loss programs.
Home Office Stipend for Remote Employees
Depending on role, all employees receive a one time $500-1000 reimbursement to set up their home office, as well as a $65 monthly stipend for ongoing costs.
Professional Development Benefits
Job Training & Conferences
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. You can also use your learning stipend to learn a new language!
Tuition Reimbursement
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Munch 'n Learns, which are open to all employees.
Cross functional training encouraged
Promote from within
Mentorship program
All new Klaviyos are given a K-buddy mentor in their first week to help them adjust to all things Klaviyo.
Continuing Education stipend
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
Online course subscriptions available
Customized development tracks
Paid industry certifications
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.

Additional Perks + Benefits

At Klaviyo, we believe everyone should have access to coaching: that's why we offer confidential mental, financial, professional, physical and social coaching to every Klaviyo through Modern Health. Klaviyos are inherently curious, which is why we offer all employees our Klaviyo Books Program - if you want to read it, we'll pay for it! From Harry Potter, to Learn Python the Hard Way, to Dare to Lead, we've got you covered.

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