Data Analytics Engineer – Customer Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Develop and sustain reusable dbt models on Databricks across the bronze, silver, and gold layers, incorporating tests, column documentation, and incremental logic.

• Identify available and missing data, integrate diverse sources, audit contact tagging, and evaluate metric feasibility.

• Establish and verify Customer Support metrics such as repeat contact, automated deflection rate, and cost per contact.

• Create comprehensive end-to-end dashboards in QuickSight and Omni, which include datasets, calculated fields, and filters.

• Provide weekly support performance reports containing actionable insights and thresholds for operations managers and leadership.

• Track daily volumes, backlog, SLAs, and CSAT; identify spikes and investigate data anomalies back to the source tables.

• Analyze contact drivers by product and assess QA and customer feedback to uncover coaching themes and process gaps.

• Evaluate the effectiveness of AI, bots, and help content, including repeat contacts and CSAT.

• Collaborate with Product, Payments, and Risk teams to determine issue impact and monitor resolutions.

• Assist in forecasting contact volume and capacity.

⛳️ Requirements

• Over 3 years of experience as a Data Analytics Engineer within Customer Support, contact-center, or CX settings.

• Proficient in SQL and dbt.

• Practical experience with BI and reporting tools such as QuickSight, Power BI, Looker, or similar applications.

• Strong understanding of customer support metrics and contact-driver analysis: CSAT, FCR, handling time, repeat contact, and deflection.

• Capability to translate insights into operational changes with non-technical stakeholders.

• A keen interest in customer contact drivers and opportunities for prevention.

• Proficient in written and spoken English.

• Familiarity with Python or text analytics on ticket data (preferred).

• Experience working with support CRM data (preferred).

• Background in forecasting (preferred).

• Experience in evaluating chatbots or AI agents (preferred).

• Background in digital goods or gaming (preferred).

• CV must be submitted in English.

🏝️ Benefits

• Opportunity to participate in Eneba’s Employee Stock Options program.

• Various bonus systems including performance-based, referral bonuses, additional paid leave, and a personal learning budget.

• Paid volunteering opportunities available.

• Flexibility in work location: choose from office, remote, or the option to work while traveling.

• Personal and professional growth is encouraged through well-defined feedback and promotion processes.