Business Process Analyst - Customer Support

Versant•Orlando, FL

6d•Hybrid

About The Position

VERSANT is seeking a Business Process Analyst to support Customer Support operations across Golf and Fandango businesses. This role will focus on process optimization, Salesforce reporting, AI-enabled support initiatives, and operational scalability. This position partners cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers to improve workflows, reporting visibility, and operational effectiveness. This role directly supports operational excellence initiatives by enabling scalable reporting, improving customer support workflows, and contributing to AI-driven support enhancements that improve team efficiency and customer experience.

Requirements

2+ years of experience or comparable education in business operations, reporting, analytics, or customer support operations
Salesforce reporting and dashboard experience
Strong analytical, organizational, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Experience documenting workflows and operational procedures
Strong communication and collaboration skills

Nice To Haves

Experience with AI-enabled customer support solutions
Experience working with BPO/vendor support teams
Experience in sports, entertainment, media, or digital platform environments

Responsibilities

Partner with BPO provider (Dash) to support testing and optimization of AI-driven customer support solutions
Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows
Lead standardization of Salesforce reporting across Customer Support operations
Build and maintain dashboards and reporting frameworks supporting 10+ teams
Ensure reporting accuracy, consistency, and usability for operational decision-making
Document end-to-end business processes and create process maps/workflows
Conduct business process testing to validate system changes and operational requirements