Your browser cookies must be enabled in order to apply for this job. Please contact if you need further instruction on how to do that.

Customer Experience Operations Business Analyst

Customer Service | San Francisco, CA | Full Time

Job Description

Tapjoy's Maximum Impact PlatformTM provides mobile engagement and monetization services for leading advertisers and app developers. Advertisers rely on Tapjoy's diverse suite of rewarded InterplayTM ads including video and rich media to impact performance. Developers utilize our technology and mobile expertise to acquire and monetize users. The Tapjoy SDK is currently embedded in over 15,000 mobile apps, reaching 520 million monthly active users. A 2016 comScoreTM study confirmed Tapjoy Interplay® ads deliver an unprecedented 3x lift across all brand metrics. The company works with Fortune 500 brands and the Top 200 grossing app developers. Founded in 2007, Tapjoy is a global organization with more than a dozen offices worldwide and is headquartered in San Francisco.

Tapjoy is backed by top-tier investors, including J.P. Morgan Asset Management, Rho Ventures, North Bridge Venture Partners, InterWest Partners and D.E. Shaw Ventures. Headquartered in San Francisco, the company also has offices in New York, Los Angeles, Chicago, Santa Barbara, Boston, London, Beijing, Shanghai, Seoul and Tokyo.

Position Title: Customer Experience Operations Business Analyst

Position Description/Responsibilities:

Tapjoy is a rapidly growing company with strong revenues and solid market share.  We are seeking a full-time Customer Service (CS) Business Analyst to work closely with our Customer Experience and Operations teams.  The CS Business Analyst will work across the organization on customer service program management & support,  reporting, analysis, customer experience partner support, and sales administrative functions, as well as ad hoc projects as required.

The successful candidate will possess strong strategic thinking plus analytical abilities with strong communication and project management skills to maximize organizational efficiency and help Tapjoy grow:

  • First point of contact for Publisher Developer team and Publishers needing reports or insight on Customer Service inquiries
  • Design, implement, and monitor key revenue operations business metrics to provide actionable insights  and implement reports that track key business metrics and provide actionable insights
  • Use data to identify trends, recommend solutions, and adjustments necessary to optimize outcomes
  • Creating and maintaining documentation on processes, policies, and help related materials for customers as new processes and procedures are developed
  • Handling inquiries from our customers via email in a timely manner
  • Relaying major customer service issues to the teams
  • Creating customer service tutorial videos, FAQs, blog entries, articles as needed
  • Maintain confidentiality when working with sensitive documents such as client contracts, publisher relation issues and various other confidential documents

Core Competencies: 

  • Highly detail oriented and organized
  • knowledge a plus
  • Ability to multi-task and self-manage in a fast-paced environment
  • Excellent  writing and interpersonal communication skills
  • Excellent conflict resolution skills
  • Highly detail oriented and organized
  • Be flexible and adaptive


  • 1-2 years work experience
  • Undergraduate degree required
  • Intermediate knowledge of Business Analysis/Project Management
  • Highly detail oriented and organized
  • knowledge a plus
  • Ability to work independently, as well as part of a team, on multiple projects simultaneously
  • Excellent verbal and written communication skills

Be flexible and adaptive

While we’re operating at tremendous scale, we still maintain a startup culture at Tapjoy with all of the casual, social, creative teammates you could desire, and encourage an entrepreneurial mindset where we drive innovation, continuous improvement and tremendous pride in our organization.

If you want to learn about building an amazing team with industry-leading technology, you want to surround yourself with brilliant, passionate entrepreneurial teammates at Tapjoy.

Tapjoy is an equal opportunity employer. We believe that diversity and inclusion lead to stronger, more innovative teams and better business results; we want to draw from the broadest talent pool possible and encourage qualified applicants. Tapjoy does not discriminate on the basis of sex, race, ethnicity, color, age, sexual orientation, gender (including identity and expression), disability (mental or physical), religion, national origin, citizenship, marital status, military or veteran status, or any other protected classification protected by applicable law; we will provide reasonable accommodations for qualified individuals with disabilities, and pursuant to applicable fair chance ordinances, we will consider for employment qualified applicants with arrest and conviction records.

For more information, please visit