Data Analytics Engineer – Customer Support

Job not on LinkedIn

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

💵 €55.2k - €59.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📊 Analytics Engineer

👻 Ghost score 2%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Build and maintain reusable dbt models on Databricks across bronze, silver and gold layers, including tests, column documentation and incremental logic • Map available and missing data, join disparate sources, audit contact tagging and assess metric feasibility • Define and validate Customer Support metrics such as repeat contact, automated deflection rate and cost per contact • Build end-to-end dashboards in QuickSight and Omni, including datasets, calculated fields and filters • Deliver weekly support performance packs with actionable insights and thresholds for operations managers and leadership • Monitor daily volumes, backlog, SLAs and CSAT, flag spikes and investigate data anomalies back to source tables • Analyse contact drivers by product and evaluate QA and customer feedback to identify coaching themes and process gaps • Measure AI, bot and help-content effectiveness, including repeat contacts and CSAT • Partner with Product, Payments and Risk to quantify issue impact and track fixes • Support contact-volume and capacity forecasting

🎯 Requirements

• 3+ years of experience as a Data Analytics Engineer in Customer Support, contact-centre or CX environments • Strong SQL and dbt skills • Hands-on experience with BI and reporting tools; QuickSight, Power BI, Looker or similar • Solid knowledge of customer support metrics and contact-driver analysis: CSAT, FCR, handling time, repeat contact, deflection • Ability to turn insights into operational changes with non-technical stakeholders • Curiosity about customer contact drivers and prevention opportunities • Good written and spoken English • Python or text analytics on ticket data (nice to have) • Experience with a support CRM’s data (nice to have) • Forecasting experience (nice to have) • Experience evaluating chatbots or AI agents (nice to have) • Background in digital goods or gaming (nice to have) • CV must be submitted in English

🏖️ Benefits

• Opportunity to join Eneba’s Employee Stock Options program • 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 supported by well-defined feedback and promotion processes

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