Senior Customer Engagement Specialist

📋 Description

• Collaborate asynchronously across various time zones, utilizing Slack as the main communication platform.

• Convey information with clarity, context, and professionalism in written formats to ensure global team alignment without the need for real-time interactions.

• Provide issue resolution for customers through email, chat, and phone in a dynamic, fast-paced environment.

• Identify, troubleshoot, and escalate any technical issues related to tools or platforms to internal stakeholders.

• Offer customers technical support on aytm’s platform in collaboration with stakeholders.

• Conduct pre-launch checks of client-programmed surveys and assist with technical edits and optimizations.

• Review and establish basic survey logic for customers, providing training on advanced logic and techniques.

• Launch and manage fieldwork in conjunction with the panel operations team.

• Support clients with post-field services, including data segmentation and filters within the platform’s reporting features.

• Carry out platform-related administrative tasks, organize materials, and navigate customer filing systems.

• Work independently while also collaborating as part of a team in a rapidly growing company.

⛳️ Requirements

• 2-3 years of experience in Project Management, Customer Service, or similar technical roles.

• Proven experience with online platforms and tools.

• Direct experience with one or more online survey platforms focused on DIY use (such as Qualtrics, Decipher, Survey Monkey, SurveyGizmo / Alchemer, or QuestionPro) is advantageous.

• Background in market research and/or consumer insights, with familiarity in all aspects of the online market research life cycle (questionnaire design, survey programming, fielding, data analysis, and reporting) is a plus.

• Excellent interpersonal skills.

• Capability to collaborate internally as part of a team and externally with clients.

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

• Strong organizational and prioritization skills.

• Structured thinker capable of addressing ambiguous problems with logic and resourcefulness.

• Skill in managing priorities and executing tasks with minimal supervision.

• Proactive and dedicated to ongoing professional development.

• Proficient in Google Workspace and Microsoft Office applications.

• Advanced knowledge of Excel is a plus.

• Ability to contribute positively to a rapidly growing team and a remote company culture.

🏝️ Benefits

• A work environment centered around empathy, creativity, curiosity, organic growth, and an abundance mindset.

• We are a lively and enthusiastic group, committed to hard work in creating a platform we take pride in, addressing our clients' needs with empathy, and making aytm a fantastic place to work.

• Recognized as a 2024 Inc 5000 Fastest-Growing Private Company and a 2025 Inc Best Places to Work.

• Fully remote work opportunity, allowing you to work from your chosen location (home, coffee shop, library).