Senior BI & Customer Support (CS) 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.