Business Analyst, Support Operations

TL;DR

Business Analyst, Support Operations (Ticketing): Analyze support and workforce data to uncover insights for improving customer, broker, and client experiences with an accent on metrics like staffing, productivity, and operational costs. Focus on developing dashboards, evaluating processes for optimization, and presenting actionable recommendations to cross-functional stakeholders.

Location: New York, NY (flexible: as many office days as desired or 100% remote)

Salary: $86,000 - $124,000 USD

Company

hirify.global modernizes the ticketing industry with fan-first technology for live events.

What you will do

• Own and maintain support and workforce data sets across tools for accuracy and accessibility.
• Develop recurring reports and dashboards on key metrics like staffing, forecast accuracy, productivity, and costs.
• Analyze data from multiple sources to identify trends, root causes, and insights for support strategies and automation.
• Evaluate processes, create workflows and documentation, and present findings to leadership.
• Monitor KPIs, resolve data issues, and deliver ad hoc analyses for stakeholders.
• Collaborate with operations teams to address challenges in contacts, quality, costs, and performance.

Requirements

• 3+ years in data analysis, business analysis, workforce management, or customer service operations
• Experience with customer service tools (e.g., Zendesk, Salesforce, Playvox, Talkdesk)
• Data analysis skills (advanced Excel, SQL basics)
• Data visualization tools (Tableau, Looker) highly desirable
• Strong proficiency in Google Sheets
• Analytical thinking, attention to detail, organizational skills, communication, and collaboration

Culture & Benefits

• Flexible work: office as desired or 100% remote with WFH stipend
• Unlimited PTO and up to 16 weeks fully-paid family leave
• 401(k) matching, student loan matching, health/dental/vision/life insurance
• Up to $25k for family building/reproductive/Gender-affirming care
• $500/year wellness, Headspace/One Medical subscriptions
• $120/month for live event tickets, music subscriptions