What are the responsibilities and job description for the Lead Business Analyst, Global Support position at Klaviyo?
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.
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.
Responsibilities :
Qualifications :
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.
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Massachusetts Applicants :
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including : medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Base Pay Range For US Locations :
124,000-$186,000 USD
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 like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star : delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
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.
IMPORTANT NOTICE : Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
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Salary : $124,000 - $186,000
