Eneba

Customer Experience Analyst

Eneba

full-time

Posted on:

Location Type: Remote

Location: Lithuania

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Salary

💰 €30,000 - €40,000 per year

About the role

  • 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

  • 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.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience operationsquality programs managementdata analysisroot cause analysisCSAT analysisCES analysisNPS analysisticket trend analysisdata dashboard creationprocess improvement
Soft Skills
analytical abilitiesproblem-solvingcollaborationcommunicationcoachingcontinuous improvementcross-functional teamworkactionable recommendationscustomer insights translationoperational efficiency focus