Real Time Analyst, Customer Support

3 weeks ago

Sydney, Australia Klaviyo Full time

**About the Team**:
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.

**About the role**:
As a Real Time Analyst you will work closely with other members of the team to ensure daily and weekly performance of our support teams are meeting expectations both in terms of operational efficiency and our service levels. As the team continues to grow you will partner with other planning analysts to incorporate historical business performance into our forecast and headcount models to improve accuracy as well as develop workflows to automate ongoing monitoring of business performance.

**How you'll have an impact**:

- Develop, implement, document and train on repeatable processes to track and monitor the performance of the business against model assumptions and business goals
- Identify and take action in partnership with Support leadership to drive alignment of daily operations to established business rules and processes
- Make strategic recommendations to adjust business plans to best meet customer need given real time information and real world constraints
- Identify periods that our teams are likely to be over or under staffed and deliver plans and recommendations to address these gaps proactively
- Document and train on implemented standards and processes to other planning and functional analysts that support relevant business groups
- Partner closely with Customer Success & Support leadership on identification, design, implementation, and testing of processes to improve business and customer outcomes
- Collaborate with functional counterparts and cross-functional teams across disciplines such as Sales Operations, Product, Business Intelligence, Finance and People Ops

**What we're looking for**:

- Strong Excel skills and strong mathematical background
- Individual that thrives given well defined objectives and processes
- Is excited to approach new problems and does so with an analytical mindset
- Individual accountability and organizational skills are critical for this role
- Desire and interest to learn both SQL and Python
- 2-3 Years of experience working in or supporting Contact or Support Center

**Nice to have**:

- Familiarity with SQL for querying of data

hybrid

**Base Pay Range in Local Currency**:

- $96,000—$144,000 AUD

**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.
- You can find our Job Applicant Privacy Notice _here_._

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