Customer Experience Manager

RemoteMiddle

About Eneba

At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.

About the team

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.

Responsibilities

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.

Requirements - Must have

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.

Requirements - Nice-to-have

Experience using SQL to query and analyze large datasets.
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.

About the team

Responsibilities

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.

Requirements - Must have

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.

Requirements - Nice-to-have

Experience using SQL to query and analyze large datasets.

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.