Remote Data Analyst – Customer Support & AI Insights

Inclusively Remote; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Employee Stock Options program

Performance-based bonuses

Paid volunteering opportunities

Personal learning budget

Job summary

Eneba is building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our Customer Support Data Analyst will join the Operations team, collaborating with Product, Engineering, Payments and Risk to turn support data into actionable improvements.

You’ll use SQL and BI tools to measure self-service and automation, track CSAT, FCR and deflection, and help forecast demand while working with cross-functional partners to optimize outcomes.

Qualifications

• 3+ years of experience as a Data Analyst in Customer Support, contact-centre or CX environments.
• Strong SQL and hands-on experience with BI and reporting tools (QuickSight or similar).
• Solid knowledge of customer support metrics: CSAT, FCR, handling time, repeat contact, deflection.

Responsibilities

• Daily operations pulse: monitor volumes, backlog, SLAs, and CSAT to flag spikes early.
• Contact-driver analysis: identify driver reasons by product and spot growing issues.
• Weekly reporting: deliver support performance packs with actionable insights for ops managers.
• Automation & self-service: measure AI, bot, and help content resolution, repeat contacts, and CSAT.
• Quality & feedback: analyze QA and feedback to surface coaching themes and process gaps.
• Root-cause partnership: partner with Product, Payments, and Risk to quantify issue impact and track fixes.
• Planning input: help forecast contact volume and capacity needs.
• Data quality: audit contact tagging to ensure reliable reporting.
• Metric design & implementation: establish core support performance metrics and publish reports.

Skills

SQL

BI intuitions

Customer Support Metrics

Data Analysis

Tools

QuickSight

Job description

Eneba is building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our Customer Support Data Analyst will join the Operations team, collaborating with Product, Engineering, Payments and Risk to turn support data into actionable improvements.

You’ll use SQL and BI tools to measure self-service and automation, track CSAT, FCR and deflection, and help forecast demand while working with cross-functional partners to optimize outcomes.