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 (Net Promoter Score) and CES (Customer Effort Score).

• Detect underlying technical issues and procedural obstacles by thoroughly analyzing low customer ratings.

• Gather qualitative feedback from both detractors and promoters using voice surveys, follow-up calls, and various feedback channels.

• Examine customer contact histories and Call Center (CC) verifications to identify systemic problems influencing detractor sentiment and assess their impact on NPS.

• Report emerging positive and negative customer trends to leadership along with actionable suggestions for operational enhancements.

⛳️ Requirements

• Minimum of 2 years’ experience in Project Management, Customer Experience (CX), or Customer Insights positions.

• Proficient in English (B2+ level).

• Proficient in Russian (B2+ level).

• Advanced skills in Microsoft Office / Google Workspace.

• Practical experience with contemporary AI productivity tools (e.g., Claude, Grok, ChatGPT).

• Knowledge of CX/NPS platforms (e.g., Qualtrics or similar).

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

• Strong analytical thinking.

• High level of emotional intelligence (empathy).

• Demonstrated proactive ownership.

• Excellent collaboration and communication skills across functions.

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

🏝️ Benefits

• Secure employment within a rapidly expanding international company.

• Annual leave of 28 calendar days plus an extra day off for your birthday.

• Health Insurance providing access to various high-quality medical services (doctor visits, diagnostics, medical treatment).

• Mental Wellbeing Program offering you and your immediate family members free and confidential mental and physical health support services for a range of personal and work-related concerns.

• Opportunities for career advancement.

• Additional training options, including over 650 courses focusing on both soft and hard skills via the e-learning platform.

• Coaching support.

• Complimentary English and German language classes.

• Flexible working hours.

• Hybrid work model.