Product Expert - Development Lab Program

Have you ever been interested in working in a fun, fast-paced startup, but didn’t know how to make the leap into the startup world? Well now you can! In its second year running, Klaviyo’s Development Lab is now taking applications! Development Lab is a two-month, learning program for new Product Experts joining our Support Organization. You will have an opportunity to learn in a cohort with your peers, from coaches, and senior Product Experts all while having fun and learning in a supportive environment. With the exponential growth of Klaviyo’s customer base and increased hiring demands in our support teams, the Development Lab was born. This learning program gives you all of the tools and resources you need to build extensive Klaviyo product knowledge alongside other new Product Experts just like you! 

Here at Klaviyo, we take the success of our customers incredibly seriously. In fact, our Support organization has over 120 Product Experts on the front lines answering customer emails and chat inquiries each and every day. The reason we call our support team members Product Experts is because they are truly experts and have deep expertise in our platform, providing exceptional customer service. 

Klaviyo's Development Lab covers a variety of topics including work prioritization, goal setting, business writing, and presentation skills. Functional topics include mastering Zendesk and support ticket flows, fast troubleshooting methods from Product Expert mentors, and communicating effectively with customers via chat and email. Throughout this two-month program, you will be paired with a new hire buddy and coach to help answer all of your questions and set you up for success.

The Development Lab’s motto is “start with Dev Lab and go anywhere at Klaviyo”. We have seen successful Product Experts move into other roles across the company from sales to enablement to marketing. Think of this experiential learning program as a launching pad to your career here at Klaviyo. 

How You Will Make a Difference: 

As a Klaviyo super-user, you’ll be on the front lines guiding customers through their technical and non-technical email and SMS marketing questions. 

You will: 

• Work with different size customers from family-owned businesses to enterprise level companies 
• See your direct impact on our customers, helping them grow their businesses and their revenue 
• Tackle tough customer challenges every day through email and chat inquiries  
• Problem solve along with your fellow Product Experts, coaches, and mentors 
• Grow your soft skills and professional skills with all of the learning and enablement support needed 
• Apply your skills and knowledge to solve for customers using our software

Who You Are: 

We are looking for candidates who are looking to join a fast-paced tech startup environment or hoping to transition to a new career in tech altogether. This is a fully remote role, and we prefer candidates located in Central, Mountain, or Pacific time zones (or any location in the United States if you’re willing to work a later shift). We want future Product Experts who are passionate about providing the best support to our amazing customers. 

A little bit more about you:  

• Have had some customer- facing experience and/or have worked in the service industry previously (i.e. at a restaurant, hotel, etc.) 
• Have an “always be learning” mindset and love learning something new everyday 
• Seeking a fast-paced environment and thrive in challenging situations
• Excited to dive-deep into learning a marketing platform end-to-end 
• Like working directly with customers and providing exceptional customer service 
• Are a natural problem solver and have a track record for finding creative solutions to unique problems
• Are passionate about combining technology and customer service