Business Process Analyst (Customer Support)

TL;DR

Business Process Analyst (Customer Support): Optimizing support operations across Golf and Fandango businesses with an accent on process optimization, Salesforce reporting, and AI-enabled initiatives. Focus on building scalable reporting frameworks, documenting end-to-end workflows, and implementing AI-driven support enhancements.

Location: Hybrid (Monday–Thursday in-office collaboration in Orlando, FL)

Company

hirify.global is a leading media company managing iconic brands across news, sports, and entertainment, including CNBC, USA Network, Fandango, and Rotten Tomatoes.

What you will do

• Partner with BPO providers to test and optimize AI-driven customer support solutions.
• Collaborate with Salesforce stakeholders to enhance AI agent capabilities and operational workflows.
• Lead the standardization and maintenance of Salesforce reporting and dashboards for 10+ teams.
• Document end-to-end business processes and create detailed process maps and workflows.
• Conduct business process testing to validate system changes and operational requirements.

Requirements

• 2+ years of experience in business operations, reporting, analytics, or customer support operations.
• Hands-on experience with Salesforce reporting and dashboard creation.
• Proficiency in documenting operational procedures and workflows.
• Strong analytical, organizational, and problem-solving skills.
• Must be based in or able to work from the Orlando, FL office for the required hybrid schedule.

Nice to have

• Experience with AI-enabled customer support solutions.
• Experience collaborating with BPO or external vendor support teams.
• Professional background in sports, entertainment, media, or digital platforms.

Culture & Benefits

• Collaborative, team-oriented environment focused on innovation and professional development.
• Exposure to industry-leading brands like GolfNow and GolfPass.
• Hybrid work model designed for both flexibility and meaningful in-person collaboration.
• Comprehensive benefits package supporting employee well-being and growth.