Customer Experience Manager
New
E
EnebaGaming Marketplace
Work location of your choice: office, remote, opportunity to work and travel.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 2 years of experience
- Required Skills
- Project ManagementData Analysis
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 tools.
- Strong analytical and problem-solving abilities.
- Experience working closely with customer support teams and support data.
- Comfortable analyzing CSAT, CES, NPS, and ticket data to identify trends.
- Proven ability to collaborate cross-functionally with Product, Operations, and Training teams.
- Experience driving improvements across the end-to-end customer journey.
Responsibilities
- Own and continuously improve the CX quality framework across customer support interactions.
- Analyze customer feedback, support tickets, and operational data to identify recurring issues and root causes.
- Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends.
- Build and maintain data dashboards to support data-driven decision making.
- Map and evaluate the end-to-end customer journey to identify friction points.
- Partner with Product, Operations, and Training teams to address systemic issues.
- Translate quality and customer insights into training materials and process improvements.
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