Customer Engagement Specialist (NPS/CX)

Location: Porto, Portugal; hybrid work

Company

hirify.global is a European digital-first e-commerce company focused on the automotive aftermarket, headquartered in Berlin and operating across 27 European countries.

What you will do

• Manage, track, and strategically analyze NPS and CES programs end to end.
• Identify technical bugs and procedural friction by analyzing low customer scores.
• Collect qualitative insights through voice surveys, follow-up calls, and multichannel feedback.
• Analyze customer contact histories and call center verifications to identify systemic issues and quantify their impact on NPS.
• Escalate positive and negative customer trends to leadership with actionable recommendations.

Requirements

• At least 2 years of experience in project management, customer experience, or customer insights.
• English at B2+ level and Russian at B2+ level are required.
• Advanced proficiency in Microsoft Office or Google Workspace.
• 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, communication, empathy, ownership, and cross-functional collaboration skills.

Culture & Benefits

• Full-time schedule of 40 hours per week, Monday to Friday, with flexible working hours and hybrid work.
• 25 working days of annual vacation, plus a birthday day off, Municipality Day, and Carnaval.
• Meal allowance of 8 euros per working day.
• Fidelidade healthcare plan and access to a mental wellbeing program.
• Learning and development platform with more than 650 courses.
• Corporate automotive discounts and additional retail discounts.