Customer Support Specialist, Bilingual English & Japanese

<div class="content-intro"><p><em>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 <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a>&nbsp;to see how we empower creators to own their own destiny.</em></p></div><p>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.</p> <div class="section page-centered"> <div>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.</div> </div> <div class="section page-centered"> <div> <h3>How you will make a difference:</h3> <ul> <li>Develop an in-depth knowledge of the Klaviyo platform</li> <li>You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.</li> <li>Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat</li> <li>Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies</li> <li>Diagnose software issues and resolve escalated customer complaints engage using established processes</li> <li>Provide support &amp; guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)</li> <li>Communicate thoughtfully and effectively with all Klaviyo customers</li> <li>Document troubleshooting and problem resolution steps.</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> </ul> </div> </div> <div class="section page-centered"> <h3>Who You Are:</h3> <ul> <li>An exceptional communicator with strong written and verbal skills in English and Japanese.</li> <li>A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> <li>Passionate about creative problem solving for customers and end users</li> <li>Self-motivated, eager to learn and thrive in a collaborative environment</li> <li>Capable of adapting quickly to changing priorities</li> <li>Experience with or able to quickly pick-up:</li> <li>Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce</li> <li>Web works, networking, and software products</li> <li>DNS, IPs and other networking concepts</li> <li>APIs</li> <li>Email marketing platforms and E-Commerce platforms</li> <li>You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.</li> </ul> <p><strong>Requirements:</strong></p> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0&q