Customer Experience Analyst
✨ AI Summary
Eneba is dedicated to creating a secure and sustainable marketplace for gamers worldwide, serving over 20 million active users. We take pride in our rapid growth and strive to enhance the gaming experience for our community.
Team Overview
The Customer Experience team is committed to ensuring an outstanding experience for every gamer. We leverage customer feedback and data analysis to identify trends, diagnose issues, and collaborate with various departments to enhance user satisfaction.
Core Responsibilities
- Enhance the customer experience quality framework to ensure consistent evaluation and feedback.
- Analyze customer feedback and operational data to uncover recurring problems and improvement opportunities.
- Track key customer experience metrics (CSAT, CES, NPS) to prioritize enhancements and assess their effectiveness.
- Create and manage dashboards to visualize customer experience insights for informed decision making.
- Map the customer journey to identify friction points and suggest improvements.
- Collaborate with Product, Operations, and Training teams to address issues and implement actionable insights.
- Drive continuous improvement initiatives to enhance operational efficiency and customer outcomes.
Qualifications
Must-Have:
- 2+ years of experience in Customer Experience Operations or Support.
- Experience managing quality programs and using analytical tools.
- Strong analytical skills with a focus on identifying root causes of customer issues.
- Ability to collaborate across teams and translate insights into actionable recommendations.
Nice-to-Have:
- Experience with SQL and BI tools like Tableau.
- Knowledge of AI tools for operational enhancements.
