Customer Support Systems Developer - Klaviyo｜Meet.jobs

About the team

Klaviyo’s Customer Support and Success (CS&S) Systems team is part of the broader Go to Market (GTM) Systems team. This role will support the systems and teams that deliver product and technical support to our customers through email and chat with the highest level of quality on all inbound support requests. This team looks to drive efficiencies through improved tech capabilities that allow the team to focus on highest leverage conversations improving the overall customer support experience.

About the role

Klaviyo is looking to add a systems developer to our Customer Support and Success Systems team. In this role, you will report to the Senior Manager - GTM Systems and partner closely with fellow system admins and Customer Success and Support business users and stakeholders. This role will collaborate with team members on solution design, build/configuration, deployment all while overseeing system availability.

How you’ll have an impact

Support Systems Developer can mean different things to different people. At Klaviyo it means you’ll:

• Manage the Zendesk instance, optimizing configurations to enhance usability and support streamlined customer support processes.
• Develop and monitor automations, triggers, macros and workflows within the Zendesk instance, identifying areas for scaling and optimization.
• Support initiatives to integrate Zendesk and Ada chatbot with other applications within the company, such as Qualtrics and Salesforce, aligning with business needs and objectives.
• Maintain documentation for Zendesk and Ada enhancements and releases.
• Establish and maintain operating procedures for the administration of the Zendesk platform, including design standards for ensuring consistency with overall company policies and guideline and technical process documentation.
• Collaborate with fellow system admins, system vendor points of contact and the frontline business users to ensure platform stability, availability and provide necessary troubleshooting, impact analysis and assistance.
• Work with fellow system administrators, GTM system colleagues and project stakeholders/leaders to identify areas for improvement in Support and cross-functional processes and own improvement initiatives.

What we’re looking for

• 3-5 years of direct experience as a Zendesk Administrator, with in-depth knowledge of Zendesk configurations, automation, and integration capabilities.
• Experience with Ada or other chatbots is a plus.
• Experience with Salesforce or Qualtrics is a plus.
• Experience developing with APIs where necessary to overcome system limitations.
• Solid understanding of software development best practices and design patterns.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong communication skills, both written and verbal, with the ability to communicate effectively with technical and non-technical stakeholders.
• Proven track record of delivering high-quality solutions on time and within scope.

Nice to have

• Salesforce certifications

Klaviyo in EMEA

As part of the Klaviyo team you will be looked after with some great benefits locally in EMEA including equity for all, private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance (£2.5k), 22 weeks full pay primary caregiver leave (16 week secondary), and free books (yes, any books!) to name a few.

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