Customer Engagement Specialist (m/f/d)
- Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).
- Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.
- Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.
- Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.
- Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.
- Experience: 2+ years of experience in Project Management, Customer Experience (CX), or Customer Insights roles.
- Languages: English (B2+ level), Russian (B2+ level).
- Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and familiarity with CX/NPS platforms (e.g., Qualtrics or similar), basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) to visualize survey trends.
- Strong analytical mindset, high emotional intelligence (empathy), proactive ownership, exceptional cross-functional collaboration, and communication skills, ability to translate raw customer feedback into clear, actionable requirements.
- Stable employment in the fast-growing international company
- Annual vacation of 28 calendar days and 1 additional day off on your birthday
- Health Insurance for access to various high-quality medical services (doctor visits, diagnostics, medical treatment)
- Mental Wellbeing Program – providing you and your immediate family members with free and confidential mental and physical health support services for a wide range of personal and work-related issues.
- Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
- Free English and German language classes
- Flexible working hours and hybrid work
- Gym in the Odesa office
