About the team

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 to improve the customer experience.
  
  
• Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, using insights to prioritize improvements and measure impact.
  
  
• Build and maintain data dashboards and reporting frameworks to surface CX performance insights and support data-driven decision making.
  
  
• Map and evaluate the end-to-end customer journey, identifying friction points and recommending improvements across touchpoints.
  
  
• Partner closely with Product, Operations, and Training teams to address systemic issues and translate customer insights into product, process, and policy improvements.
  
  
• Drive continuous improvement initiatives within the support organization, focusing on operational efficiency, quality standards, and customer outcomes.
  
  
• Translate quality and customer insights into training materials, coaching programs, and process improvements to elevate support team performance.

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 abilities, with experience 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 driving improvements across the end-to-end customer journey, ensuring customer feedback leads to meaningful business changes.

Requirements - Nice-to-have

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  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.

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  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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.