Lead Business Analyst, Global Support

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:

• Business Analysis:
• 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.
• Product Ownership:
• 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.
• Global Support Focus:
• 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.

Qualifications:

• 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.

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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