Data Analyst - Player Care (Remote)

About the Role

We are looking for an experienced Data Analyst - Player Care to join our team at Scorewarrior. This Data Analyst remote position is crucial for enhancing our customer service and ensuring the integrity of our gaming community. You will work closely with the Player Care team, which is dedicated to providing exceptional support to our players while enforcing Fair & Safe Play standards. Your insights will help us improve moderation efforts and operational excellence, contributing significantly to our goal of making Total Battle the #1 strategy game in the world.

What You'll Do

• Build and maintain the single "Source of Truth" semantic data layer for the entire Player Care department, enabling non-technical leads to perform ad-hoc analysis.
• Design, build, and maintain reliable metrics dashboards tailored to the operational needs of different Support and Trust & Safety teams.
• Ensure all operational metrics (CSAT, SLA, etc.) are clearly defined, reliable, and calculated correctly across all reports.
• Assist and mentor the support team with SQL query composition and data literacy.
• Conduct A/B tests to measure the effect of Support and Trust & Safety initiatives on relevant departmental and broader business metrics.
• Analyze the correlation between support quality, bug-related friction, and subsequent player behavior, with a strong focus on VIP cohorts.
• Partner with the safety team to analyze data for fraud detection, including social engineering and account sharing.
• Perform time-series forecasting for workload volume based on the LiveOps calendar to optimize shift headcount and SLA coverage.
• As a future ambition, build and maintain an early warning predictive model for VIP player churn.

Requirements

• Strong SQL skills and data modeling experience.
• Experience with BI tools (e.g., Tableau or equivalents).
• Proven experience in product or operational analytics.
• Ability to design analytical events and metrics aligned with product goals.
• Strong analytical thinking and ability to translate data into actionable insights.
• Confident knowledge of mathematical statistics and probability theory.
• Hands-on experience with causal inference and A/B testing.
• Patience and willingness to advocate for data literacy and help operational teams learn basic data concepts.

Nice to Have

• Hands-on experience with ClickHouse and dbt.
• Experience analyzing LiveOps features, complex game economies, or VIP player behavior, ideally in mid-core or 4X strategy games.
• Experience working with Customer Support or Trust & Safety (fraud detection, toxicity).
• Experience working with large player bases and complex event-driven systems.

What We Offer

• The best team in the world!
• An excellent remuneration package, including a 13th salary.
• Fully-covered relocation to Limassol, Cyprus for you and your family.
• A modern and sunny office space close to the sea.
• Private health insurance for you and your family members.
• A monthly school allowance for your children at pre-school and school-age.
• Lunch compensation.
• Personal development opportunities paid for by the company: professional and language courses, books, etc.
• Bonuses for outstanding results, years worked, getting married, and the birth of a child.
• Monthly office parties and epic, annual offsite company birthday and Christmas parties.