Customer Experience Analyst (Gaming)

TL;DR

Customer Experience Analyst (Gaming): Managing and improving the CX quality framework and support operations with an accent on data-driven insights and cross-functional collaboration. Focus on analyzing customer feedback, building performance dashboards, and translating quality metrics into actionable product and process improvements.

Salary: €30,000–€40,000 per year

Company

hirify.global is a rapidly growing open marketplace for digital gaming goods, supporting a community of nearly 20 million users worldwide.

What you will do

• Own and optimize the CX quality framework and evaluation standards across all customer support interactions.
• Analyze support data, ticket trends, and customer feedback to identify systemic issues and root causes.
• Monitor and report on core CX metrics including CSAT, CES, NPS, and FCR to guide decision-making.
• Build and maintain data dashboards to track performance and surface actionable insights for stakeholders.
• Collaborate with Product, Operations, and Training teams to implement process, policy, and product improvements based on customer journey mapping.
• Drive continuous improvement initiatives focused on operational efficiency and overall service quality.

Requirements

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Hands-on experience with quality management tools such as Maestro QA.
• Strong proficiency in analyzing CSAT, CES, NPS, and support ticket trends.
• Proven ability to collaborate cross-functionally and translate customer insights into business recommendations.
• Professional proficiency in English as the primary business language.
• Strong analytical and problem-solving skills with a focus on identifying operational gaps.

Nice to have

• Experience querying and analyzing large datasets using SQL.
• Proficiency in BI tools such as Tableau, Looker, Power BI, or Metabase.
• Knowledge of leveraging AI tools to automate workflows and enhance operational efficiency.
• Background in B2C, B2B, or P2E environments, particularly within digital goods platforms.
• Experience operating within multi-product ecosystems and complex customer segments.
• Strong project management skills for driving cross-functional initiatives.

Culture & Benefits

• Employee Stock Options program participation.
• Performance-based bonuses, referral bonuses, and additional paid leave.
• Personal professional learning budget.
• Flexible work environment with the choice of office, remote, or work-and-travel options.
• Paid volunteering opportunities and support for professional growth.