Customer Support Data Analyst (Fully Remote)

Eneba; United States; Híbrido; USD 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Learning budget

Volunteer time off

Flexible work location

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

Data analysis

Customer support analytics

Herramientas

Databricks

Kustomer

QuickSight

Mixpanel

Descripción del empleo

• You'll be the first dedicated Customer Support Data Analyst in our Operations team.
• You'll work with Databricks, Kustomer, QuickSight, and Mixpanel to explain why customers contact us and what self-service and automation resolve.

What You'll Do:

• Monitor daily support volumes, backlog, SLAs, and CSAT to flag spikes early.
• Analyze contact drivers and measure AI, bot, and self-service resolution, repeat contacts, and CSAT.
• Partner with Product, Payments, and Risk to quantify issue impact and track fixes.

What We Offer:

• Employee Stock Options program and performance, referral, and additional paid leave bonuses.
• Personal learning budget, paid volunteering, and flexible work location including office and remote.
• Exponential personal and professional growth with clear feedback and promotion processes.

Eneba is building an open, safe and sustainable marketplace for gamers, supporting close to 20 million active users. We are a fast-growing team proud of our accomplishments, focused on scaling and evolving with the gaming community.