Bilingual Product Expert: English & Japanese

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.

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 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.

Who You Are:

• An exceptional communicator with strong written and verbal skills in English and Japanese.
• A thoughtful communicator who is excellent at communicating through 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, PowerPoint, Zendesk, and Salesforce.
• Web works, networking, and software products.
• DNS, IPs and other networking concepts.
• APIs.
• Email marketing platforms and E-Commerce platforms.

Requirements:

• Full authorisation to work in Australia without any restrictions.
• Ability to work weekends (available shifts include Tuesday-Saturday or Sunday-Thursday).
• This role requires bilingual proficiency: English and Japanese.
• You must be able to support customers in both English and Japanese.

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.

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.