Customer Engagement Specialist, NPS

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

📋 Description

• Oversee comprehensive global management, monitoring, and strategic evaluation of NPS and CES.

• Detect technical issues and procedural bottlenecks by reviewing low customer ratings.

• Gather qualitative feedback from both detractors and promoters through voice surveys, follow-up calls, and multi-channel responses.

• Examine customer interaction histories and Call Center validations to identify systemic problems that contribute to negative sentiment.

• Measure the effect of systemic challenges on NPS.

• Report emerging positive and negative customer trends to management.

• Offer actionable suggestions for operational enhancements.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Experience (CX), Customer Insights, or Analytics with a strong emphasis on NPS methodology.

• Experience in establishing tracking systems and performing in-depth analyses of detractors and promoters.

• Proven ability to identify root causes of customer dissatisfaction.

• Advanced skills in Microsoft Office / Google Workspace.

• Practical experience with AI productivity tools such as Claude, Grok, and ChatGPT.

• Familiarity with CX/NPS platforms like Qualtrics or similar solutions.

• Basic to intermediate proficiency in Excel/Google Sheets, including pivot tables and standard formulas, or BI tools like Power BI and Tableau.

• Strong analytical mindset.

• High emotional intelligence and empathy.

• Demonstrated proactive ownership.

• Exceptional skills in cross-functional collaboration and communication.

• Ability to convert raw customer feedback into clear, actionable requirements.

• Proficiency in English at B2+ level.

🏝️ Benefits

• Secure employment with a rapidly expanding international company.

• Annual leave of 28 calendar days.

• One extra day off to celebrate your birthday.

• Health Insurance covering a range of premium medical services (doctor visits, diagnostics, medical treatments).

• Mental Wellbeing Program offering free and confidential mental and physical health support services for you and your immediate family.

• Opportunities for career progression.

• Access to further training, including over 650 courses on soft and hard skills available on the e-learning platform.

• Coaching support.

• Complimentary English and German language classes.

• Flexible working hours.

• Hybrid work options.