Eneba is building an open, safe, and sustainable marketplace for gamers of today and tomorrow. Their marketplace supports close to 20 million active users and provides a level of trust, safety, and market accessibility unparalleled to none. The Customer Experience team exists to make every gamer's experience at Eneba exceptional.

We are seeking a Customer Experience Analyst to join our Customer Support team. In this role, you will own and continuously improve the CX quality framework, analyze customer feedback and operational data, and partner with product, operations, and training teams to drive improvements that enhance the customer experience.

• Job Location: Remote
• Employment Type: Full-Time
• Salary Range: €30,000 – €40,000 per year (varies by experience)
• Language: Good English level required; proficiency preferred

• 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.

How to Apply
Interested candidates should apply directly through the Lever portal using the link below. Please attach your CV in English.

https://jobs.eu.lever.co/eneba/466c9849-7e79-4f3e-af19-5b8ca322d7d3

About This Listing
This page is part of our regularly updated collection of job opportunities. Each listing is shared to help users find available roles without upfront costs. 

What You Should Know 
Details such as eligibility, requirements, deadlines, and availability may change at any time. 
We do not control the hiring or enrollment process and are not responsible for final selections, or outcomes. 

Disclaimer 
This website does not act as an employer, recruiter, or training provider. 
Users are advised to verify information directly from the official source before applying.

Want to see all current job openings? Browse our latest remote job listings to find roles that match your skills.