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Klaviyo is seeking a Customer Support Specialist (Product Expert) to provide exceptional support to APAC customers scaling their businesses on the Klaviyo platform. This hybrid role is based in Sydney and requires bilingual proficiency in English and Japanese.
You will be the frontline for customer success, developing deep product knowledge and delivering high-quality support through email and live chat. Your responsibilities include diagnosing and resolving software issues, providing guidance on both technical and non-technical questions (marketing, sales, e-commerce setup), and documenting troubleshooting steps. You'll support a diverse customer base with varying technical expertise, communicating thoughtfully across channels.
The role emphasizes creative problem-solving and a willingness to experiment with AI tools to improve workflows and efficiency. You'll work with established processes to handle escalated complaints and partner with customers to resolve issues effectively.
Key requirements: Full work authorization in Australia, bilingual fluency in English and Japanese, ability to work weekends (shifts include Tuesday-Saturday or Sunday-Thursday), and familiarity with tools like Microsoft Office, G-Suite, Zendesk, Salesforce, and email/e-commerce platforms. Experience with networking concepts, APIs, and DNS is valued. You should be self-motivated, adaptable, and eager to learn in a collaborative environment.
