Product Expert (Sydney)

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

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 possible 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 problems for customers using our software. Prior experience in a software support role would be beneficial but not essential as full training will be provided. We are open to hiring talented people from a variety of backgrounds.

 Check out this great video from the team: What it's like to be a Klaviyo and core values.

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, chat, and phone.
• 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.

Now look at this video to understand a bit more! What it means to be a product expert

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 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 and Zendesk.
• Zoom, Slack and other collaborative software products.
• Knowledge of APIs, Postman.
• Email marketing platforms and E-Commerce platforms.
• Website Design, DNS, IPs and other networking concepts (Nice to have!).

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.

Get to Know Klaviyo

Klaviyo is a unified customer platform that gives online brands direct ownership of their consumer data and interactions, empowering them to turn transactions with customers into long-term relationships—at scale. With Klaviyo, brands can combine unlimited customer data with more than 250 native integrations to automate personalized email and SMS communications that make customers feel seen. Klaviyo makes it easy—no need to start from scratch, piece together multiple platforms, or rely on third-party marketplaces and ad networks. From mom-and-pop shops to established companies, innovative brands like Unilever, Living Proof, Solo Stove, Citizen Watches, and more than 90K other paying users leverage Klaviyo to acquire, engage, and retain customers—and grow on their own terms. Learn more at klaviyo.com.

Upon request, you can receive additional information about the compensation and benefits for this role. Requests can be submitted here . Additional information regarding benefits can be found at klaviyorewards.com.

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.