Customer Engagement Specialist

Location: Szczecin, Poland

Company

European digital-first e-commerce platform serving the automotive aftermarket across 27 European countries.

What you will do

• Manage, track, and analyze NPS and CES metrics end to end.
• Identify technical bugs and procedural friction through analysis of low customer scores.
• Collect qualitative feedback from promoters and detractors through voice surveys, follow-up calls, and other channels.
• Review customer contact histories and call center verifications to identify systemic issues and quantify their effect on NPS.
• Escalate customer trends to leadership with actionable recommendations for operational improvements.

Requirements

• At least 2 years of experience in project management, customer experience, or customer insights.
• English at B2+ level and Russian at B2+ level.
• Advanced proficiency in Microsoft Office or Google Workspace.
• Hands-on experience with AI productivity tools such as Claude, Grok, or ChatGPT.
• Familiarity with CX/NPS platforms such as Qualtrics, plus basic-to-intermediate Excel, Google Sheets, or BI skills.
• Strong analytical thinking, empathy, ownership, cross-functional collaboration, and communication skills.

Culture & Benefits

• Stable employment in a fast-growing international company.
• 26 working days of annual vacation plus one additional day off on the employee’s birthday.
• Cafeteria benefits including life insurance, private medical care, sports cards, and cinema tickets.
• 24/7 mental wellbeing support with free psychological counseling for employees and family members.
• Access to more than 650 training courses, coaching, and advancement opportunities.
• Free English and German language classes, plus employee discounts.