Customer Support Data Analyst — CSAT & Self-Service Insights

Eneba; United States; Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Stock options

Learning budget

Volunteer time off

Flexible work location

Job summary

Eneba seeks a Customer Support Data Analyst to join our Operations team. You will own the analytics of support data, explain why customers reach out, and how self‑service and automation resolve issues, using Databricks, Kustomer, QuickSight, and Mixpanel.

You’ll monitor volumes, SLAs, CSAT, and backlogs, and partner with Product, Payments, and Risk to quantify impact and drive improvements across the customer journey. This is a leadership‑oriented analytics role with growth potential.

Qualifications

• Experience analyzing customer support data and deriving insights.
• Ability to measure CSAT, backlog, SLAs and support volumes.

Responsibilities

• Be the first dedicated Customer Support Data Analyst in Operations.
• Monitor daily support volumes, backlog, SLAs, and CSAT to flag spikes.
• Analyze contact drivers and measure AI/bot/self-service resolution and CSAT.
• Partner with Product, Payments, and Risk to quantify issue impact and track fixes.

Skills

Data analysis

Customer support analytics

Tools

Databricks

Kustomer

QuickSight

Mixpanel

Job description

Eneba seeks a Customer Support Data Analyst to join our Operations team. You will own the analytics of support data, explain why customers reach out, and how self‑service and automation resolve issues, using Databricks, Kustomer, QuickSight, and Mixpanel.

You’ll monitor volumes, SLAs, CSAT, and backlogs, and partner with Product, Payments, and Risk to quantify impact and drive improvements across the customer journey. This is a leadership‑oriented analytics role with growth potential.