Data Analyst - Customer Support

About Eneba At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.

About your team

Our Customer Support operation is scaling and becoming more automated. As our first dedicated Customer Support Data Analyst, you’ll sit in Operations and work hand in hand with the Customer Support team, the Head of Operations, Product, Engineering, Payments and Risk. You’ll explain why customers contact us, measure what self-service and automation actually resolve, and help the team decide what to fix first based on evidence. You’ll work with Databricks (SQL), Kustomer, QuickSight, Mixpanel, Jira and Slack, on top of an internal data layer with Claude integrated. Current focus: AI and automation in support, and building and optimising our support metric stack.

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—such as repeat contact, automated deflection rates, and cost per contact—and publish reports featuring actionable thresholds for leadership.

Requirements

• 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 (we use QuickSight; Power BI, Looker or similar is fine).
• 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 why customers get in touch and what would stop the issue from happening again. You care more about changing outcomes than producing dashboards.
• Good written and spoken English (proficiency preferred).

Nice to have

• Python or text analytics on ticket data.
• Experience with a support CRM’s data
• Forecasting experience.
• Experience evaluating chatbots or AI agents.
• Background in digital goods or gaming.

What it’s like to work at Eneba \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. \Please attach CV's in English. \To find out about how we handle your personal data, make sure to check out our Candidate Privacy Notice <https://www.eneba.com/candidate-privacy-notice> #LI-DNP