Eneba
Customer Experience Manager
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Customer Experience Manager
Customer Experience Operations Manager
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!) and has a level of trust, safety and market accessibility unparalleled by any other platform.
We’re proud of what we’ve accomplished in such a short time and look forward to continuing this journey alongside you. Join us as we scale our portfolio, diversify our product range, and grow with an evolving community of gamers.
About the Customer Experience Team
The Customer Experience (CX) team exists for one reason: to ensure every gamer’s experience at Eneba is exceptional. Our mission is to listen closely to our customers, analyze data-driven patterns, and collaborate with Product, Seller Operations, and Trust & Safety teams to refine the user experience constantly.
For us, data-driven decision-making isn’t just a buzzword—it’s how we earn the trust of millions of players worldwide and consistently push the bar higher.
Responsibilities
- Own and continuously improve the CX quality framework across customer support interactions, ensuring consistent evaluation standards and actionable feedback loops.
- Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and opportunities for improvement.
- Monitor and report on key CX metrics, including CSAT (Customer Satisfaction Score), CES (Customer Effort Score), NPS (Net Promoter Score), FCR (First Contact Resolution), and ticket trends, using insights to prioritize improvements and measure impact.
- Build and maintain data dashboards and reporting frameworks to surface CX performance insights, supporting data-driven decision-making.
- Map and evaluate the end-to-end customer journey, identifying friction points and recommending improvements across all touchpoints.
- Partner closely with Product, Operations, and Training teams to address systemic issues, translating customer insights into product, process, and policy improvements.
- Drive continuous improvement initiatives for the support organization, with a focus on operational efficiency, quality standards, and customer-centric outcomes.
- Translate quality and customer insights into training materials, coaching programs, and process improvements to elevate support team performance.
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Requirements
Must-Have
- At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
- Hands-on experience managing quality programs, ideally using Maestro QA or similar quality management tools.
- Strong analytical and problem-solving skills, with experience in identifying root causes behind customer issues and operational gaps.
- Experience working closely with customer support teams and support data, using insights to improve service quality and processes.
- Comfortable analyzing CSAT, CES, NPS, and ticket data to identify trends, prioritize improvements, and track the impact of changes over time.
- Proven ability to collaborate cross-functionally with Product, Operations, and Training teams, translating customer insights into clear, actionable recommendations.
- Experience improving the end-to-end customer journey, driving change based on feedback, and ensuring it leads to meaningful business results.
Nice-to-Have
- Experience using SQL for querying and analyzing large datasets.
- Experience building and maintaining dashboards in Tableau/Bi tools, such as Looker, Power BI, or Metabase.
- Experience leveraging AI tools and technologies to enhance operational efficiency, automate workflows, or boost customer experience outcomes.
- Background in B2C, B2B, or P2E environments, preferably within digital goods or multi-product platforms.
- Experience operating in multi-product ecosystems, understanding the complexity of different customer segments and product offerings.
- Strong project management skills, including the ability to plan, prioritize, and execute cross-functional initiatives.
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Compensation
€30,000 - €40,000 per year Salary ranges may vary based on experience. We welcome candidates across the spectrum, from individual contributors to functional leaders.
Other Benefits
- Employee Stock Options program
- Opportunity to scale a unique product in a fast-growing industry
- Bonus opportunities, including:
- Performance-based bonuses
- Referral rewards
- Extended paid leave
- Personal learning budget
- Paid volunteering opportunities
- Flexibility in work location: Office, remote, or even a hybrid scheme with travel options
- Exponential professional and personal growth supported by structured feedback and promotion processes
Applicants are required to submit CVs in English.
Be sure to review our Candidate Privacy Notice for more details on how we handle your personal data: https://www.eneba.com/candidate-privacy-notice.
Note on AI in Hiring
We may use AI tools to support various parts of the hiring process, such as reviewing applications, analyzing resumes, and assessing quality. While these tools assist the recruitment team, final hiring decisions remain human-driven.
For further information on data processing, please contact our HR team or visit our privacy policy.
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