Client Experience Analyst

This is a Full Time Job

Support Knowledge Analyst (Client Experience Analyst)

Location: Work from Home - Oregon, Maine, Florida, Pennsylvania, Texas, Montana, Indiana, Arkansas

Division: Ticketmaster North America, Client Support & Operations – Strategic Initiatives

Contract Terms: Full Time - 40 hours per week, potential for up to 10% travel

THE TEAM

Global Client Support & Operations Organization has the mission to build a global center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction. This role fits specifically within the Strategy & Analytics team, which specializes in our CRM platform, new technology, digital experience and leveraging data to tell accomplish OKR's.

THE JOB

We are seeking a data-driven and detail-oriented Support Knowledge Analyst within Ticketmaster's Client Support & Operations organization. This role focuses on measuring content effectiveness, identifying knowledge gaps, and driving continuous improvement through insights and analytics. By leveraging data, the Analyst will guide improvements in both our knowledge base and support community. The role requires cross-functional collaboration to enhance customer satisfaction, retention, and loyalty by aligning internal teams, tools, and processes around a unified, client-first vision.

WHAT YOU WILL BE DOING
• Analyze knowledge base performance using Salesforce, Google Analytics, and BI tools.
• Identify trends, usage patterns, and content gaps to improve self-service, agent enablement, and decision-making.
• Partner with support, product, and content teams to prioritize updates and enhancements to the support community.
• Build and maintain dashboards tracking article engagement, search success, deflection, and feedback.
• Analyze usage and report on key KPIs such as case deflection, article helpfulness / feedback, search effectiveness, and content freshness.
• Collaborate with Knowledge Managers to refine taxonomy, tagging, workflows, and AI-driven strategies.
• Support the rollout and optimization of AI/ML tools that surface knowledge (e.g., chatbots, in-app help).

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 3+ years of experience in analytics, knowledge management, content operations, or customer support
• Strong skills in Excel/Google Sheets; experience with BI tools (e.g., Tableau, Power BI, Domo) preferred
• Familiarity with knowledge base platforms such as Zendesk, ServiceNow, or Salesforce Knowledge
• Experience working with or supporting customer service teams
• Strong analytical and problem-solving skills, with the ability to turn data into actionable insights and compelling visualizations
• Excellent written and verbal communication skills
• Knowledge of search behavior and SEO best practices (internal and/or external)
• Familiarity with KCS (Knowledge-Centered Support) methodology a plus
• Experience with Salesforce Experience Cloud and/or the Coveo platform a plus

YOU (BEHAVIOURAL SKILLS)
• We are looking for someone who shares our vision where we work globally to drive efficiency for the betterment of our employees and clients. This role will allow you to be creative in using data in solving problems with a lot of positive impact to our support.

LIFE AT TICKETMASTER

Our work is guided by our values:

Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.