Senior Customer Engagement Specialist
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Job Description
Senior Customer Engagement Specialist at aytm delivering project support to clients while enhancing their self-sufficiency. Join a vibrant team committed to empathy and growth in a fully remote work environment.
Responsibilities:
- Work asynchronously across time zones using Slack as the primary communication channel.
- Communicate with clarity, context, and professionalism in written async formats to keep global teams aligned without requiring real-time availability.
- Deliver issue resolution for customers via email, chat and phone, in a dynamic fast-turn environment.
- Identify, trouble-shoot and escalate any tool/platform-related technical issues to internal stakeholders.
- Provide customers with technical guidance on aytm’s platform in partnership with stakeholders.
- Conduct pre launch checks of client programmed surveys and assist with technical survey edits/ optimisation.
- Review and set-up basic survey logic for customers and train on advanced logic and techniques.
- Launch and execute fieldwork in partnership with the panel operations team.
- Assist clients with post-field services, including data cuts and filters within the platform’s reporting functionality.
- Perform platform related administrative tasks, organise materials, and navigate customer-related filing systems.
- Perform independently and collaborate as a part of a team in a scaling high growth company.
Requirements:
- 2-3 years of experience in Project Management, Customer Service or other technical roles.
- Demonstrated experience with online platforms and tools.
- Direct experience using one or more online survey platforms oriented toward DIY use (Qualtrics, Decipher, Survey Monkey, SurveyGizmo / Alchemer, or QuestionPro) is a plus.
- Market research and/or consumer insights background and familiarity with all parts of the online market research life cycle (questionnaire design, survey programming, fielding, data analysis, and reporting) is a plus.
- Strong interpersonal skills.
- Must be able to collaborate internally as a part of a team and externally with clients.
- Ability to work in a fast-paced, deadline driven environment.
- Strong organization/prioritization abilities.
- Strong structured thinker with the ability to tackle ambiguous problems using logic and resourcefulness.
- Ability to manage priorities and execute tasks with minimal supervision.
- Proactive and committed to continuous professional development.
- Proficient in using Google Workspace and Microsoft Office.
- Advanced Excel knowledge is a plus.
- Ability to be a constructive contributor to a rapidly growing team and remote company culture.
Benefits:
- A work environment built around empathy, creativity, curiosity, organic growth and an abundance mindset.
- We’re a fun and vibrant group of people, dedicated to putting in the hard work to make a platform we are proud of, serving the needs of our clients with empathy, and making aytm an incredible place to work.
- We were awarded 2024 Inc 5000 Fastest-Growing Private Company and 2025 Inc Best Places to Work.
- We’re also fully virtually, which means you’ll be working remotely from the location of your choosing (home, coffee house, library).
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