Craft:

Data, Analytics & Strategy

Job Description:

We're looking for a talented and proactive Data Analyst to help shape the future of Player Support at King. In this role, you'll play a critical part in understanding how millions of players engage with our games and services, while providing insights that drive meaningful improvements across our support and game operations.

You’ll work closely with the Player Support Operations, Community, Automation, and Studio Support teams to drive analytical excellence. If you’re passionate about transforming data into clear actions, collaborating with diverse stakeholders, and having a real impact on the player experience, this is your opportunity.

Your Role Within Our Kingdom

As our Data Analyst in Player Support, you’ll be embedded in a fun, dynamic and fast-paced environment. You’ll serve as a trusted analytical partner to Player Support leadership and studio teams, helping us better understand, model, and optimize how we support our players.

Your key responsibilities:

• Monitor, analyze, and report on daily player message inflow across channels (including Zendesk and Sprinklr), identifying volume spikes, sentiment changes, trending issues, and emerging opportunities.

• Design and manage recurring and ad-hoc reporting for Player Support and Game teams, supporting visibility into KPIs such as ticket deflection, automation success rate, contact reasons, or satisfaction scores.

• Define and evaluate AB tests across player-facing features or support optimizations, ensuring rigorous experiment design and insightful results interpretation.

• Translate business questions into data-driven analyses and dashboards that guide decision-making.

• Partner with teams across Community, Automation, Studio Support, and external partners to drive improvement initiatives with measurable outcomes.

• Contribute to OKRs, business reviews, and strategic planning through a data lens.

• Be a go-to person for data interpretation and help foster a culture of curiosity and continuous learning.

Skills to Create Thrills

You don't need to know everything on day one, but here's what will help you thrive in this role:

Technical Skills

• Proficiency in SQL (you write complex queries comfortably and efficiently).
• Experience with Python or R for statistical analysis and data modeling.
• Ability to design clean and intuitive dashboards using tools like Looker or equivalent BI platforms.
• Familiarity with Sprinklr for social data analysis is a plus.
• Experience with BigQuery, Google Cloud Platform, and working with large datasets is preferred.
• Bonus if you’ve worked with Zendesk or customer service tools.

Business Insight

• You’re curious, structured, and understand how data connects to player behavior and business impact.
• You can identify key metrics, segment player behaviors, and assess operational performance.

Communication & Collaboration

• You translate data into compelling stories and clear recommendations for both technical and non-technical audiences.
• You are proactive, organized, and comfortable presenting your findings to leadership and partner teams.

Why Join Us?

You’ll be part of a global community of 100+ analytics experts at King, and you’ll work on challenges that directly affect millions of players worldwide. In Player Support, we’re not just solving operational puzzles — we’re improving how people experience and enjoy our games.

About King

With a mission of Making the World Playful, King is a leading interactive entertainment company with more than 20 years of history of delivering some of the world’s most iconic games in the mobile gaming industry, including the world-famous Candy Crush franchise, as well as other mobile game hits such as Farm Heroes Saga. King games are played by more than 200 million monthly active users. King, part of Microsoft (NASDAQ: MSFT), has Kingsters in Stockholm, Malmö, London, Barcelona, Berlin, Dublin, San Francisco, New York, Los Angeles and Malta. More information can be found at King.com or by following us on LinkedIn, @lifeatking on Instagram, or @king_games on X.