Customer Engagement Specialist – NPS

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

📋 Description

• Oversee the comprehensive management, monitoring, and strategic evaluation of NPS and CES on a global scale.

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

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

• Examine customer interaction histories and Call Center confirmations to identify systemic challenges that contribute to negative sentiments.

• Measure the effects of systemic challenges on NPS.

• Report emerging positive and negative customer trends to management.

• Offer practical recommendations for enhancing operations.

⛳️ Requirements

• A minimum of 2 years' experience in CX, Customer Insights, or Analytics, with a strong emphasis on NPS methodology.

• Proven experience in establishing tracking systems and conducting in-depth analyses of detractors and promoters.

• Skilled in identifying the root causes of customer dissatisfaction.

• Advanced knowledge of Microsoft Office and/or Google Workspace.

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

• Familiarity with CX/NPS platforms like Qualtrics or comparable systems.

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

• Strong analytical capabilities.

• High emotional intelligence and empathy.

• A proactive approach to ownership.

• Outstanding cross-functional collaboration and communication abilities.

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

• Proficiency in English at a B2+ level.

• Proficiency in Russian at a B2+ level.

🏝️ Benefits

• Secure employment with a rapidly expanding international company.

• Annual vacation of 28 calendar days.

• An additional day off on your birthday.

• Health Insurance covering a range of high-quality medical services (doctor visits, diagnostics, medical treatment).

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

• Opportunities for career advancement.

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

• Coaching support.

• Free English and German language classes.

• Flexible working hours.

• Hybrid work options.