Customer Engagement Specialist (m/f/d)

About the role

Drive global end‑to‑end management, tracking and strategic analysis of Net Promoter Score (NPS) and Customer Effort Score (CES). Identify technical bugs and procedural friction points, capture qualitative insights from detractors and promoters, and translate findings into actionable recommendations for leadership.

Key responsibilities

• Manage and monitor NPS and CES metrics across all markets.
• Systematically analyze low scores to uncover technical bugs and process friction.
• Gather qualitative feedback through voice surveys, follow‑up calls and multi‑channel mechanisms.
• Analyze customer contact histories and call‑center verifications to identify systemic issues.
• Escalate emerging trends to leadership with clear, data‑driven recommendations.

Required profile

• 2+ years experience in Project Management, Customer Experience or Customer Insights.
• English (B2+) and Russian (B2+) language proficiency.
• Strong analytical mindset, high emotional intelligence and proactive ownership.
• Excellent cross‑functional collaboration and communication skills.

Required skills

• Advanced proficiency in Microsoft Office and Google Workspace.
• Experience with AI productivity tools such as Claude, Grok or ChatGPT.
• Familiarity with CX/NPS platforms (e.g., Qualtrics).
• Intermediate Excel/Google Sheets skills (pivot tables, formulas) or BI tools like Power BI or Tableau.

What we offer

• Full‑time permanent contract (40 h/week) with competitive salary.
• On‑site work in Chișinău, Monday‑Friday 9:00‑18:00.
• International, multicultural environment with 650 e‑courses for professional growth.
• Free English and German language classes, company events and activities.
• 28 calendar days of vacation plus a birthday day off and fruit days.