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Business Analyst, Support Operations

2 weeks, 6 days ago
United States
Full-time
Junior
Business Analyst
Data Science and Analytics
Looker Salesforce SQL Tableau
Apply Now
SeatGeek

SeatGeek

SeatGeek is a ticket search engine that enables users to find and purchase tickets for live sports, concert, and theater events. Founded in 2009, SeatGeek offers a Deal Score feature to help users find the best ticket deals, interactive seating charts ...

Media
251-1K
Founded 2009
$400M raised
View All Jobs 37

Description

  • Own and maintain support and workforce data sets across tools and systems to ensure accuracy, consistency, and accessibility.
  • Develop, maintain, and distribute recurring reports and dashboards for key workforce and support metrics.
  • Analyze data from multiple internal and external sources to identify trends, root causes, and actionable insights.
  • Inform decisions on support operations, product automation strategies, process changes, and customer, client, and broker experience improvements.
  • Evaluate existing business processes and identify opportunities for optimization and automation.
  • Create written and visual summaries of findings and present recommendations to senior leadership.
  • Develop process maps, workflows, and documentation for current and future-state operations.
  • Monitor key workforce and support KPIs, surface unusual patterns, and resolve data quality issues.
  • Complete high-quality ad hoc analyses and reporting requests for stakeholders.
  • Collaborate with operations teams to address business challenges and reduce operational expenses where appropriate.

Requirements

  • 3+ years of experience in data analysis, business analysis, workforce management, or customer service operations.
  • Experience with reporting and analytics in customer service tools such as Zendesk, Salesforce, Playvox, or Talkdesk, or similar systems.
  • Experience with data analysis tools and techniques such as advanced Excel and basic SQL, or similar.
  • Experience with data visualization tools such as Tableau or Looker is highly desirable.
  • Strong proficiency in Google Suite, especially Google Sheets.
  • Strong analytical and critical thinking skills with close attention to detail.
  • Excellent organizational and time management skills with the ability to manage multiple projects and deadlines.
  • Clear, concise written and verbal communication skills.
  • Ability to synthesize data and present findings with clear trends and recommendations to different audiences.
  • Collaborative team player with a proactive approach to problem-solving.

Benefits

  • Discretionary annual bonus.
  • Flexible work environment with hybrid or fully remote options.
  • WFH stipend for home office setup.
  • Unlimited PTO.
  • Up to 16 weeks of fully paid family leave.
  • 401(k) matching and student loan matching program.
  • Health, vision, dental, and life insurance.
  • Up to $25k toward family building, reproductive health services, and gender-affirming care.
  • $500 per year for wellness expenses, plus Headspace, Headspace Care, and One Medical subscriptions.
  • $120 per month for live event tickets and an annual music subscription.

Interested in this position?

Apply directly on the company website

Apply Now

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