Customer Support Specialist

2 days ago

Sydney, New South Wales, Australia Klaviyo Full time

This is a Customer Support Specialist role with Klaviyo based in Sydney, NSW, AU == Klaviyo ==Role Seniority - juniorMore about the Customer Support Specialist role at KlaviyoCustomer 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 platformProvide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chatCommunicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologiesDiagnose software issues and resolve escalated customer complaints engage using established processesProvide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)Communicate thoughtfully and effectively with all Klaviyo customersDocument troubleshooting and problem resolution steps.Who You Are: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 usersSelf-motivated, eager to learn and thrive in a collaborative environmentCapable of adapting quickly to changing prioritiesExperience with or able to quickly pick-up:Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and SalesforceWeb works, networking, and software productsDNS, IPs and other networking conceptsAPIsEmail marketing platforms and E-Commerce platformsRequirements:Full authorisation to work in Australia without any restrictionsAbility to work a Saturday - Wednesday working week (working weekends) We use Covey as part of our hiring and / or promotional process.
For jobs or candidates in NYC, certain features may qualify it as an AEDT.
As part of the evaluation process we provide Covey with job requirements and candidate submitted applications.
We began using Covey Scout for Inbound on April 3, 2025.Please see the independent bias audit report covering our use of Covey hereBefore we jump into the responsibilities of the role.
No matter what you come in knowing, you'll be learning new things all the time and the Klaviyo team will be there to support your growth.

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