Customer Support Specialist, Bilingual English & Japanese

<div class="content-intro"><p><em>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. Want to learn more about life at Klaviyo? Visit <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><p>Customer Support Specialists (called 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 APAC customers who are scaling their businesses with Klaviyo.</p> <div class="section page-centered"> <div>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.</div> </div> <div class="section page-centered"> <div> <h3>How you will make a difference:</h3> <ul> <li>Develop an in-depth knowledge of the Klaviyo platform</li> <li>You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.</li> <li>Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat</li> <li>Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies</li> <li>Diagnose software issues and resolve escalated customer complaints engage using established processes</li> <li>Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)</li> <li>Communicate thoughtfully and effectively with all Klaviyo customers</li> <li>Document troubleshooting and problem resolution steps.</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> </ul> </div> </div> <div class="section page-centered"> <h3>Who You Are:</h3> <ul> <li>An exceptional communicator with strong written and verbal skills in English and Japanese.</li> <li>A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> <li>Passionate about creative problem solving for customers and end users</li> <li>Self-motivated, eager to learn and thrive in a collaborative environment</li> <li>Capable of adapting quickly to changing priorities</li> <li>Experience with or able to quickly pick-up:</li> <li>Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce</li> <li>Web works, networking, and software products</li> <li>DNS, IPs and other networking concepts</li> <li>APIs</li> <li>Email marketing platforms and E-Commerce platforms</li> <li>You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.</li> </ul> <p><strong>Requirements:</strong></p> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Full authorisation to work in Australia without any restrictions</li> <li style="font-weight: bold;" data-stringify-indent="0" data-stringify-border="0"><strong>Ability to work weekends (available shifts include Tuesday-Saturday or Sunday-Thursday)</strong></li> <li>This role requires bilingual proficiency: English and Japanese</li> <li>You must be able to support customers in both English and Japanese</li> </ul> </div> <p>#LI-Hybrid</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>Our salary range reflects the cost of labour in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.</p> <p>In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. </p> <p>Your recruiter can provide more details about the specific salary/OTE  range for your preferred location during the hiring process.</p></div><div class="title">Base Pay Range in Local Currency:</div><div class="pay-range"><span>$80,000</span><span class="divider">—</span><span>$120,000 AUD</span></div></div></div><div class="content-conclusion"><p><em>This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.</em></p> <p><strong>Get to Know Klaviyo</strong></p> <p>We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.</p> <p><em>AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. </em></p> <p><em>By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our <a href="https://www.klaviyo.com/careers/ai-guidance" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.klaviyo.com/careers/ai-guidance&source=gmail&ust=1761072778777000&usg=AOvVaw0auUcRqeYRczM9UoXAKldj">Guidelines for using AI in the Klaviyo interview Process</a>. For more information about how we process your personal data, see our <a href="https://www.klaviyo.com/legal/job-applicant-privacy-notice" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://www.klaviyo.com/legal/job-applicant-privacy-notice&source=gmail&ust=1761072778777000&usg=AOvVaw1axMoReIM1qwTbmaPcLI_b">Job Applicant Privacy Notice</a>.<br></em></p> <p><em>Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.</em></p> <div id="1737752197.414839" class="c-virtual_list__item" data-qa="virtual-list-item" data-item-key="1737752197.414839"> <div class="c-message_kit__background p-message_pane_message__message c-message_kit__message" data-qa="message_container" data-qa-unprocessed="false" data-qa-placeholder="false"> <div class="c-message_kit__hover" data-qa-hover="t