Customer Support/Player Operations Performance Analyst

About Patrianna

Patrianna is a super fast-growing iGaming leader headquartered in Gibraltar, with a remote-first team across Europe and beyond powering engaging apps and web products for millions of players worldwide. We craft tailored strategies, innovative product development, and cutting-edge tech to deliver exceptional experiences—always learning and scaling at pace.

We thrive on data-driven execution, cross-team collaboration, and real impact in a high-growth, remote environment.

The Role

Drive performance excellence for Customer Support and Player Operations using sharp analytics, forecasting, and optimization—shaping seamless experiences for global players.

What you'll do

• Monitor and optimize agent, team lead, manager, and QA performance with actionable insights• Forecast weekly/monthly volumes to guide KPIs, hiring, training, and capacity in our scaling iGaming ops• Build and automate reports in Looker, Retool, Zendesk for real-time visibility and accuracy• Design tech solutions for performance tracking and operational dashboards• Handle partner queries with clear, data-backed updates• Deliver trend reports spotlighting wins, risks, and growth opportunities

What we need

• Analytical prowess in performance monitoring and ops data• Hands-on with Looker, Retool, Zendesk• Proven forecasting, capacity planning, and optimization experience• Tech skills to build monitoring tools• Strong communication for stakeholders and partners• Data-driven track record in continuous improvement

Why join us

Be the force behind operational excellence in iGaming, directly boosting player satisfaction for millions. Work remotely with top tools, collaborate with innovative teams embracing the latest tech (like Kubernetes and custom software), and innovate freely—from Gibraltar HQ or anywhere. Your insights will scale our business, with growth opportunities in product, tech, and strategy. We value diverse thinkers from all paths—your unique perspective fuels our edge.

Equal Opportunities

We hire on skills, drive, and fresh ideas alone. Background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or career journey? Never a barrier. Diverse teams drive our innovation—join us to thrive.