Customer Experience Manager

🕒 July 2

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Eneba

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🛍️ eCommerce

🎮 Gaming

🏪 Marketplace

eCommerce • Gaming • Marketplace

Eneba is an online platform that offers a wide range of video games, gaming-related eCards, and gift cards. Users can easily purchase cheap games for various platforms, including PC and gaming consoles, and benefit from personalized game deals through a loyalty program. Eneba also provides an opportunity for businesses to sell their products on the platform, creating a marketplace for gamers and developers.

📋 Description

• 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

• 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.

🏖️ Benefits

• Opportunity to join our Employee Stock Options program. • Opportunity to help scale a unique product. • Various bonus systems: performance-based, referral, additional paid leave, personal learning budget. • Paid volunteering opportunities. • Work location of your choice: office, remote, opportunity to work and travel. • Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.