Business Process Analyst - Customer Support

About the role

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. Why This Role Matters: 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. This position is designated as hybrid and generally requires in-office collaboration Monday through Thursday from our Orlando, FL office.

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
• What You Bring
• 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
• Bonus Points If You Have
• Experience with AI-enabled customer support solutions
• Experience working with BPO/vendor support teams
• Experience in sports, entertainment, media, or digital platform environments
• How We Do It at VERSANT
• Trust through accountability and ownership
• Teamwork through collaboration and partnership
• Transparency through clear communication and reporting accuracy
• Agility through adaptability and continuous improvement
• Entrepreneurial Spirit through innovation and proactive problem-solving
• Why You'll Love It Here
• Opportunity to help shape the future of sports technology and partner experience within a growing digital business.
• Collaborative and team-oriented culture focused on innovation, development, and continuous learning.
• Exposure to industry-leading brands including GolfNow and GolfPass.
• Hybrid work environment designed to support both flexibility and meaningful in-person collaboration.
• Competitive compensation and comprehensive benefits offerings designed to support employee well-being and professional growth.
• At VERSANT, you'll have the opportunity to contribute to high-impact work supporting industry-leading brands across sports, entertainment, and digital experiences. You'll join a collaborative environment where innovation, operational excellence, and continuous improvement are valued and encouraged.

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