Product Expert

3 weeks ago

Sydney, New South Wales, Australia Klaviyo Full time
At Klaviyo, we value the unique backgrounds, experiences, and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond traditional job requirements. If you're a close but not exact match with the description, we still encourage you to apply. Want to learn more about life at Klaviyo? Visit to see how we empower creators to own their own destiny.

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Customer Support Specialists (called Product Experts at Klaviyo) are vital to our success. We prioritize our customers' success, aiming to deliver exceptional assistance with the highest quality in product knowledge and communication skills, consistently exceeding expectations. We seek a Product Expert passionate about supporting our APAC customers, helping them scale their businesses with Klaviyo. We value individuals who find creative solutions to unique problems, thrive in challenging situations, and are eager to apply these skills to assist customers using our software. How you will make a difference:
  1. Develop an in-depth knowledge of the Klaviyo platform
  2. Provide high-quality product support via email and live chat, partnering with customers to resolve issues
  3. Communicate thoughtfully to answer questions from both technical and non-technical users while supporting various technologies
  4. Diagnose software issues and resolve escalated customer complaints using established processes
  5. Support and guide on non-technical questions (e.g., marketing, sales, e-commerce setup)
  6. Communicate effectively with all Klaviyo customers
  7. Document troubleshooting and resolution steps
Who You Are:
  • An effective communicator skilled in written and verbal channels
  • Passionate about creative problem solving for customers
  • Self-motivated, eager to learn, and collaborative
  • Adaptable to changing priorities
  • Experienced with or able to quickly learn:
    • Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, Salesforce
    • Web technologies, networking, and software products
    • DNS, IPs, and networking concepts
    • APIs
    • Email marketing and e-commerce platforms
Requirements:
  • Full authorization to work in Australia without restrictions

We use Covey as part of our hiring and promotional process. For jobs or candidates in NYC, certain features may qualify it as AEDT. As part of our evaluation, we provide Covey with job requirements and applications. We began using Covey Scout for Inbound on April 3, 2025.

See the independent bias audit report here.

Our salary range reflects local labor costs. The base salary for this position is determined by skills, experience, education, and location.

In addition to base salary, our total compensation may include bonuses, equity, sign-on payments, and benefits. Visit Klaviyo Rewards - Global Benefits for details.

During hiring, your recruiter can provide specific salary/OTE ranges.

Base Pay Range in Local Currency: $80,000 — $120,000 AUD

Get to Know Klaviyo

We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable. We see limitless potential in our technology to craft personalized experiences in ecommerce and beyond. To reach our goals, we seek remarkable creators—ambitious, collaborative teammates focused on delighting customers. If you're ready to do your best work and be supported with generous benefits, we hope you'll join us.

Klaviyo is committed to equal opportunity and non-discrimination. We do not discriminate based on race, ethnicity, citizenship, religion, age, sex, gender identity, sexual orientation, disability, veteran status, marital status, criminal record, genetics, retaliation, harassment, or any characteristic protected by law.

IMPORTANT NOTICE: We prioritize the security and privacy of applicants. We will never ask for payment, bank details, or personal financial info. Be cautious of offers from non-company emails or unsolicited contacts. By clicking "Submit Application," you consent to our processing your data as per our Privacy Notice. Find it here.

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