Job Description

Customer Experience Analyst – New York, NY

YES Network for the Gotham Advanced Media and Entertainment (“G.A.M.E”)

About G.A.M.E.:

G.A.M.E. is a joint venture between YES and MSGN to capitalize on technical and operational synergies associated with YES’ and MSGN’s streaming services. G.A.M.E. will also offer turn-key digital content distribution services, including platform technology, operational support and comprehensive data analytics to third parties, utilizing the combined technical and operational expertise each company has garnered from the respective successful launch and operation of their streaming services.

About the Role:

We are seeking a detail-oriented and proactive Customer Experience Analyst to join our Live Operations team. Reporting to the Director, Streaming Live Operations, in this role, you will work directly with our support team to track, analyze, and identify real-time trends in customer issues. Your insights will help us continuously improve customer experience, product offerings, and internal processes. The ideal candidate will be comfortable working with data, have a keen eye for identifying patterns, and a passion for translating customer feedback into actionable recommendations.

Key Responsibilities:

• Real-Time Trend Monitoring: Collaborate closely with the customer support team during live event time windows to monitor and analyze customer issues as they arise, identifying emerging trends and recurring pain points.
• Case Escalation: Lead for investigating escalated customer care cases; isolating reported issues and/or agent limitations, identifying interim solutions for customer feedback.
• Data Analysis: Gather and analyze data from customer interactions (via chat, email, phone, social media, etc.) to identify common issues, root causes, and potential areas of improvement.
• Reporting & Documentation: Create regular reports summarizing trends, key customer concerns, and actionable insights. Share findings with relevant teams, including product, marketing, and leadership.
• Customer Feedback Synthesis: Collect and analyze customer feedback from various sources (support tickets, surveys, product reviews, etc.) to provide a comprehensive understanding of customer needs.
• Dispute Management: assist in the research of disputed payments with our merchant gateway partners in order to minimize chargebacks and associated fees
• Collaboration & Communication: Work cross-functionally with product, engineering, and marketing teams to relay key insights and advocate for necessary product or service improvements based on customer feedback.
• Problem-Solving: Identify opportunities to resolve frequent customer issues and reduce support volume by suggesting process improvements, FAQs, or product feature enhancements.
• Customer Journey Mapping: Assist in mapping out the customer journey to identify key friction points and ensure a seamless experience across all touchpoints.
• Draft Priority Language: Write and implement response scripts for emerging defects, ensuring the agents are equipped to handle customer issues with accuracy and empathy.
• Maintain Knowledge Base Articles: Ensure customers have access to relevant documentation that will enhance user experience, improve self-service capabilities, and reduce incoming queries.

Requirements:

• Bachelor’s degree in Business, Communications, Data Analytics, or related field (or equivalent experience).
• 2+ years’ proven experience in a customer-facing or data analysis role, preferably in customer support or customer experience.
• Strong analytical skills with the ability to spot patterns and draw actionable insights from data.
• Proficiency with data analysis tools and software (Excel, Tableau, Google Analytics, etc.).
• Excellent written and verbal communication skills with the ability to present data-driven insights in a clear and compelling manner.
• Ability to work independently and as part of a team, managing multiple priorities effectively.
• Familiarity with customer support platforms (Salesforce Service Cloud, Zendesk, etc.) is a plus.

Preferred Skills:

• Experience in customer journey mapping and customer experience optimization.
• Familiarity with customer satisfaction metrics (CSAT, NPS, etc.) and how they relate to issue resolution trends.
• Knowledge of industry best practices for improving customer support operations.

Additional Important Information & Offerings:

• Onsite in NYC office M-Th; WFH Fridays
• This role requires flexibility to be available during game windows outside of standard office hours
• Medical/Dental/Vision/Life insurance, FSA/HSA, parental leave, transit commuter benefits
• 401k w/ employer match
• Salary range: $80K-$95K
• Strong team-centric and collaborative company culture environment

About G.A.M.E., YES and MSGN:

Gotham Advanced Media and Entertainment (GAME) was created by two market-leading regional sports networks - YES and MSG Networks - to create turnkey streaming solutions for teams, rightsholders and networks to best deliver and monetize their content through a direct relationship with their fans. Leveraging the combined experience of these two pioneering sports media companies and sharing their award-winning technical and operational expertise, GAME is offering an innovative, full-stack video streaming platform for DTC/TVE audiences. From design and content delivery across all platforms to ongoing management, technological and marketing services, Gotham Advanced Media and Entertainment is redefining the sports media ecosystem.

The YES Network owns the exclusive regional media rights of the 27-time World Champion New York Yankees and the Brooklyn Nets. YES, which has earned 151 Emmy Awards since its 2002 launch, also televises original biography, interview and magazine programs, college sports and Manchester City and AC Milan soccer.

MSG Networks, a pioneer in sports media, owns and operates two award-winning regional sports and entertainment networks (MSG and MSG Sportsnet) and MSG+, a direct-to-consumer and authenticated streaming service, that serve the nation’s number one media market, the New York DMA, as well as other

portions of New York, New Jersey, Connecticut and Pennsylvania. The networks feature a wide range of compelling sports content, including exclusive live local games and other programming of the New York Knicks, New York Rangers, New York Islanders, New Jersey Devils and Buffalo Sabres, as well as significant coverage of the New York Giants and Buffalo Bills. This content, in addition to a diverse array of other sporting events and critically acclaimed original programming, has established MSG Networks as the gold standard in regional sports. MSG Networks is part of the Sphere Entertainment Co. (NYSE: SPHR).

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law

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