Customer Support

Sydney, AU

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 klaviyo.com/careers to see how we empower creators to own their own destiny.

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.

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.

How you will make a difference:

Develop an in-depth knowledge of the Klaviyo platform

Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat




Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
Diagnose software issues and resolve escalated customer complaints engaging using established processes

Provide support & guidance on non-technical related questions (e.g.: marketing, sales, other e-commerce setup questions)

Document troubleshooting and problem resolution steps
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up

Explore AI tools and workflows, finding ways to make your work smarter and more efficient

Who You Are:

An exceptional communicator with strong written and verbal skills in English and Japanese
An excellent communicator who can effectively use a variety of channels that require both written and verbal skills
Passionate about creative problem solving for customers and end users
Self‑motivated, eager to learn and thrive in a collaborative environment
Capable of adapting quickly to changing priorities
Experience with or able to quickly pick up Microsoft Office Suite, G‑Suite, Google Sheets, Power Point, Zendesk, and Salesforce
Experience with web services, networking, and software products
Knowledge of DNS, IPs and other networking concepts
Experience with APIs





Experience with email marketing platforms and e‑Commerce platforms

Experimented with AI in work or personal projects, and is excited to learn rapid and responsibly explore new AI tools and workflows

Requirements

Full authorisation to work in Australia without any restrictions
Ability to work weekends (available shifts include Tuesday‑Saturday or Sunday‑Thursday)
Required bilingual proficiency: English and Japanese

Must be able to support customers in both English and Japanese

Compensation & Benefits

Our base salary for this position is between $80,000 and $120,000 AUD, based on role‑related skills, experience, and location. The total compensation package may include a 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.

Travel may be required up to 10% of the time for onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

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.

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📌 Customer Support Specialist, Bilingual English & Japanese (Sydney)
🏢 Klaviyo
📍 Sydney