Lead Business Analyst, Klaviyo
Global Support
$124-186k
3+ days a week in office
The only CRM built for B2C.
Job no longer available
The only CRM built for B2C.
1001+ employees
Job no longer available
$124-186k
3+ days a week in office
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- 6+ years of experience in a Business Systems Analyst, Product Owner or TPM role
- 3+ years of experience working hands-on in a multi-system Support environment that include Service Cloud, Zendesk Support/Guide/Chat, QA Software and Chat Bot software
- 3+ years of experience working directly (either in a Product or Business Systems capacity) with Systems and Systems Development Teams
- 2+ years of experience validating and aligning cross-functional roadmaps owned by different technical teams
- Demonstrated ability to independently identify, manage and drive cross-functional projects from initial conception to final deployment
- Strong analytical skills with proficiency in data analysis tools
- Excellent communication and stakeholder management skills
- Deep understanding of global customer support operations and challenges
- Agile methodology expertise for managing product backlog and development processes
- Ability to prioritize effectively based on business impact and customer value
What the job involves
- Klaviyo is seeking a highly motivated and experienced Lead Business Analyst to oversee the GTM Systems Backlog and Requirements for our Global Support team
- This individual will act as both the Business Analyst and Product Owner, playing a critical role in understanding business needs, defining system requirements, and driving the development and implementation of support solutions that cater to our diverse global customer base
- This role requires a strong understanding of global customer support operations, data analysis, project management, and systems roadmap development
- This role will be instrumental in improving the efficiency and customer engagement of our Global Frontline & Specialized Technical Support model through systems and technology
- You will be critical in driving this effort by carrying out the following:
- Aligning and managing the systems/technical roadmaps to our existing business strategy and annual plan
- Conducting regular requirements gathering and refinement sessions with both business and technical counterparts prior to hand off to your GTM Systems and Engineering counterparts
- Define business systems strategy by conducting market research and business capabilities mapping to existing tooling and tech stack
- Demonstrating a deep understanding of the business and operations groups you support, identify key opportunities for systems improvements and top down systems transformation
- Analyze global support data to identify trends, pain points, and opportunities for improvement
- Gather requirements from diverse stakeholders across different regions to define support features and functionalities. This will involve working closely with Global Support, Delivery and Compliance, At-Scale Success, and Digital Customer Experience teams
- Perform cost-benefit analysis to prioritize support initiatives based on business impact in close alignment with both GTM Field Operations and GTM Systems groups
- Document current and ideal state workflows for key support processes, like channel management and routing and assignment automation
- Ensure User Acceptance Testing and new release documentation and notice is done prior to finalizing a deployment date between the business and IT partners
- Assess current tooling and systems, including Zendesk, Ada.AI, Maestro QA and Qualtrics
- Conduct market and internal research to validate the need for net new systems or system improvements
- Manage the systems backlog and roadmap for global support initiatives tied to our GTM Systems, prioritizing items based on customer needs, business value, and alignment with the overall scaled customer support model and strategy
- Collaborate with various teams (Go To Market Systems, Customer Support Operations, Product Management and Engineering) to ensure support solutions are delivered on time and meet global customer requirements
- Communicate systems strategy, vision, and roadmap to stakeholders and global support teams. This includes keeping CS leadership informed of project progress, risks, blockers, and anticipated delivery timelines
- Define and document data and information architecture changes that will impact downstream ETL pipelines and functional reporting
- Understand regional nuances and cultural considerations when designing support solutions, including language support needs
- Adapt support systems and processes to ensure they account for delivery entitlements and support service structure across all customer segments and regions
- Monitor key performance indicators (KPIs) for global support effectiveness, such as Ticket Volume, First Response Time, Time to Close, CSAT, and Ticket Sentiment
- Identify trends and impact of existing systems and automated processes by reviewing and identifying trends tied to customer issues flagged across NPS and CSAT scores
- This is a unique opportunity to join a growing company and make a significant impact on the efficiency and effectiveness of our Global Support team. You will be at the forefront of shaping our support systems and processes to deliver a world-class customer experience
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Funding (last 2 of 6 rounds)
Aug 2022
$100m
LATE VC
May 2021
$320m
SERIES D
Total funding: $778.5m
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Participation in Klaviyo ESPP
- Personal lifestyle allowance
- Flexible holiday scheme
Company values
- We always put our customers first.
- We are owners.
- We strive to make the world more equitable.
- We are ambitious.
- We are always learning.
- We collaborate radically.
- We are remarkable.
Company HQ
Financial District, Boston, MA
Articles
Leadership
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
Salary benchmarks
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Diversity, Equity & Inclusion at Klaviyo
Katelyn Nnake (Director of Diversity, Equity & Inclusion)
- At Klaviyo one of our key values is "we strive to make the world more equitable"
- In 2024 over 75% of Klaviyos participated in a Klaviyo Resource Group
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