The Customer Experience team exists for one reason: to make every gamer's experience at Eneba exceptional. We listen closely to our customers, then let data guide us in identifying patterns, diagnosing problems, and collaborating with product, seller operations, and trust & safety to improve user experience. For us, data-driven decision making isn't a buzzword, it's how we earn the trust of millions of players worldwide and continuously raise the bar.
Own and continuously improve the CX quality framework across customer support interactions, ensuring consistent evaluation standards and actionable feedback loops.
Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and opportunities to improve the customer experience.
Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, using insights to prioritize improvements and measure impact.
Build and maintain data dashboards and reporting frameworks to surface CX performance insights and support data-driven decision making.
Map and evaluate the end-to-end customer journey, identifying friction points and recommending improvements across touchpoints.
Partner closely with Product, Operations, and Training teams to address systemic issues and translate customer insights into product, process, and policy improvements.
Drive continuous improvement initiatives within the support organization, focusing on operational efficiency, quality standards, and customer outcomes.
Translate quality and customer insights into training materials, coaching programs, and process improvements to elevate support team performance.
At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
Hands-on experience managing quality programs, ideally using Maestro QA or similar quality management tools.
Strong analytical and problem-solving abilities, with experience identifying root causes behind customer issues and operational gaps.
Experience working closely with customer support teams and support data, using insights to improve service quality and processes.
Comfortable analyzing CSAT, CES, NPS, and ticket data to identify trends, prioritize improvements, and track the impact of changes over time.
Proven ability to collaborate cross-functionally with Product, Operations, and Training teams, translating customer insights into clear, actionable recommendations.
Experience driving improvements across the end-to-end customer journey, ensuring customer feedback leads to meaningful business changes.
Experience using SQL to query and analyze large datasets.
Experience building and maintaining dashboards in Tableau or similar BI tools (e.g., Looker, Power BI, Metabase).
Experience leveraging AI tools and technologies to improve operational efficiency, automate workflows, or enhance customer experience outcomes.
Background in B2C, B2B, or P2E environments, ideally within digital goods or multi-product platforms.
Experience operating in multi-product ecosystems, understanding the complexities of supporting different customer segments and product offerings.
Strong project management skills, with the ability to plan, prioritize, and drive cross-functional initiatives from concept to execution.
Founded by two college friends and avid gamers Vytis and Zygis, Eneba was launched in 2018. We’re a fast-growing company from Europe with a team of over 200 e-commerce and gaming experts worldwide, trusted by over 10 million registered users.
For gamers: a one-stop shop for all your gaming and entertainment needs with the best deals on over 80,000 products, secure payments, quick refunds, and ready-to-help customer support.
For game publishers: an established and trusted alternative distribution platform that opens up new markets and revenue streams, and enables you to lower operational costs.
For sellers: a fair playing field to present your offer to gamers, compete with other verified sellers, and sell your stock using our simple tools and automated API integration.
For creators and partners: an affiliate program with unlimited earnings, no minimum withdrawals, 30-day tracking cookies, optimization tools, and hands-on support.
For future team members: flexible on-site, hybrid, and remote career opportunities to fuel your personal and professional growth.
Together, we're on a mission to enable everyone to discover the joy of gaming!
