Customer Support Analyst

Description:

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment to millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We are seeking a highly skilled and motivated Customer Support Analyst to join our expanding Customer Support team. This role is crucial to enhancing our customer support operations through data analysis, including analyzing agent performance, data and ticket trends to provide actionable recommendations for support managers.

As a Customer Support Analyst, you will also be responsible for ensuring the accuracy of data, designing, and building reports and dashboards for various support teams. In addition to analytical responsibilities, this role involves project management for strategic initiatives, primarily related to data, but also extending beyond.

• Design, build, and maintain KPI reports and dashboards to monitor performance of Customer Support teams.
• Analyze agent performance data, ticket trends & business metrics, see beyond numbers and help to inform, influence, support and execute our business decisions.
• Ensure the accuracy and integrity of data used for analysis and reporting.
• Manage multiple reporting, analysis, and process improvement projects—both on an ongoing basis and ad-hoc—with the ability to handle them from end to end.
• Plan and analyze effective A/B tests in order to improve business KPIs.
• Collaborate with support managers and other stakeholders (Social, Account management, Product) to understand their needs and deliver data-driven insights.
• Develop and implement data-driven approaches to optimize customer support processes.
• Present findings and insights to senior leadership and other relevant stakeholders.

• 1+ years of experience in a data analysis or similar role.
• Proven expertise in SQL and Excel.
• Experience with data visualization tools (e.g., Looker, Tableau).
• Strong quantitative skills and the ability to analyze complex datasets.
• Excellent communication skills, with the ability to present data-driven insights clearly and professionally to senior leadership.
• Strong problem-solving abilities and the capacity to operate both independently and collaboratively.
• Experience in managing projects end to end, ensuring timely delivery and adherence to project goals.
• Ability to manage multiple projects in a fast-paced environment with shifting priorities.

#LI-Hybrid