Customer Engagement Specialist

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

📋 Description

• Deliver customer support and address client concerns through email, chat, and phone communications.

• Troubleshoot issues related to survey launches, platform functionalities, technical challenges, and survey logic.

• Offer clear, actionable technical advice and assist in platform execution.

• Escalate complex issues beyond personal expertise with well-structured, actionable context.

• Uphold client communication standards, professionalism, empathy, and ensure customer satisfaction.

• Cultivate strong customer relationships and enhance client self-sufficiency.

• Direct clients towards self-service help desk articles and platform features.

• Provide context-rich asynchronous updates via Slack and other written communications.

• Collaborate with cross-functional internal stakeholders and global teams.

• Assess AI outputs, identify errors, compose prompts, and iterate on results.

• Determine whether issues stem from user errors, platform limitations, or bugs.

• Balance competing client demands while prioritizing both speed and quality.

• Empower clients to become more capable and confident in utilizing aytm’s insights automation platform.

• Monitor and enhance CSAT, response times, First Median Response Time, and Self Serve Adoption.

⛳️ Requirements

• 1-2 years of experience in market research within a customer service, project management, or technical client-facing role.

• Proven experience with online platforms and tools.

• Familiarity with DIY survey platforms such as Qualtrics, Decipher, SurveyMonkey, Alchemer, or QuestionPro is advantageous.

• Excellent interpersonal skills and capability to collaborate within a team and interact directly with clients.

• Ability to thrive in a fast-paced, deadline-oriented environment.

• Strong organizational and prioritization skills.

• Proficient in Google Workspace and Microsoft Office applications.

• Advanced Excel skills are a plus.

• Enthusiasm for contributing to a rapidly growing remote team and organization.

• Remote work experience is preferred but not mandatory.

• Must not require employer-sponsored work visa; aytm does not sponsor applicants for work visas.

🏝️ Benefits

• Unlimited, responsible PTO - With a recommended minimum number of days taken each year.

• Affordable Insurance - $0 deductible health plans along with dental, vision, and more.

• 401k retirement account with automatic company contributions.

• Dependent Care pre-tax benefit account.

• Professional Development support.

• In-Home Snack allowance.

• Cellphone/Internet credits.

• Equipment and Structured Onboarding.

• Paid Volunteer Time.

• Remote work offering freedom, convenience, and flexibility.

• Exceptional colleagues and the chance to work with a profitable, industry-changing company.