VERSANT
Entertainment
BusinessProcessAnalystCustomerSupport
“Business Process Analyst - Customer Support at VERSANT. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Partner with BPO provider to support testing and optimization of AI-driven customer support solutions. Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows”
What You'll Achieve.
improve workflows; improve reporting visibility; improve operational effectiveness; enabling scalable reporting; improving customer support workflows; contributing to AI-driven support enhancements that improve team efficiency and customer experience
Industry & Context.
analytical, organizational, and problem-solving skills
What They're Looking For.
Must Have
2+ years of experience or comparable education in business operations, reporting, analytics, or customer support operations, Salesforce reporting and dashboard experience, analytical, organizational, and problem-solving skills, Ability to manage multiple priorities in a fast-paced environment, Experience documenting workflows and operational procedures, communication and collaboration skills
Nice to Have
Experience with AI-enabled customer support solutions, Experience working with BPO/vendor support teams, Experience in sports, entertainment, media, or digital platform environments
What You'll Do.
Partner with BPO provider 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
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
How You'll Work.
Team & Collaboration
Partner cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers; Collaborate with Salesforce stakeholders
Communication Scope
communication and collaboration skills
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