Principal Product Expert

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