Senior BI & Customer Support Data Analyst

Position Summary

- The Senior BI & CS Data Analyst is responsible for business intelligence and customer support analytics, focusing on operational efficiency, service quality, and player experience.

- This role ensures that operational and CS data are translated into actionable insights, enabling better decision-making

for Operations, Customer Support, and game leadership teams.

Mission & Objectives

● Improve operational efficiency and service quality through data-driven insights.

● Enhance player experience and satisfaction by identifying and resolving service pain points.

● Provide reliable BI reporting and dashboards for operations and CS teams.

Scope of Responsibility

The Senior BI & CS Data Analyst owns analytics across:

● Operational BI & KPI Reporting

● Customer Support Performance & SLA Analytics

● Player Satisfaction & Experience Metrics

● Process Efficiency & Issue Resolution Analytics

● Cross-functional Operational Insights

Key Responsibilities

BI & Operational Reporting

● Design and maintain dashboards and reports for Operations and CS teams.

● Track key KPIs such as ticket volume, resolution time, backlog, and service efficiency.

● Ensure reporting accuracy, consistency, and relevance for decision-making.

Customer Support & SLA Analytics

● Analyze CS performance against SLA and service quality standards.

● Identify drivers of ticket volume, escalations, and resolution delays.

● Provide insights to optimize staffing, workflows, and support processes.

Player Experience & Satisfaction Analysis

● Analyze player complaints, feedback, and satisfaction metrics.

● Identify recurring issues affecting player experience and retention.

● Translate CS data into actionable recommendations for game and product teams.

Process Improvement & Decision Support

● Support Operations and CS leaders with data-driven recommendations.

● Identify bottlenecks and inefficiencies in service processes.

● Measure the impact of operational changes and improvements.

BI Standards & Analytics Quality

● Establish BI standards, definitions, and reporting best practices.

● Ensure consistency of metrics and insights across teams.

● Mentor junior analysts or BI contributors when applicable.

Key Working Relationships

● Head of Game Data Analysis

● Operations & Customer Support Leadership

● Game Directors & Product Teams (via player experience insights)

● Data Platform / Engineering

● Senior Game Data Analysts

Success Metrics (How Success Is Measured)

● BI dashboards and reports are widely used and trusted.

● Improved CS efficiency (SLA adherence, resolution time).

● Clear identification and resolution of player experience pain points.

● Operational decisions are supported by reliable data and insights

● Measurable improvements in player satisfaction metrics.

Required Skills & Experience

Experience

● 5+ years of experience in BI, operations analytics, or CS analytics, preferably in gaming, digital services, or consumer platforms.

● Proven experience supporting operations or customer service teams with analytics.

Analytical & Technical Skills

● Strong proficiency in SQL.

● Experience with BI tools and dashboard development.

● Solid understanding of KPI frameworks, SLA metrics, and operational analytics.

● Ability to analyze both structured data and qualitative CS inputs.

Soft Skills

● Strong problem-solving and analytical thinking.

● Ability to communicate insights clearly to non-technical stakeholders.

● Collaborative mindset and strong stakeholder management skills.

• ● Attention to detail and ownership of reporting quality.