Customer Engagement Specialist (CX/NPS)

Location: Odesa, Ukraine; hybrid work with access to the Odesa office

Company

hirify.global is a Berlin-founded digital-first e-commerce platform for the automotive aftermarket, serving customers across 27 European countries.

What you will do

• Manage, track, and analyze NPS and CES programs end to end.
• Identify technical bugs and procedural friction by analyzing low customer scores.
• Collect qualitative feedback from detractors and promoters through voice surveys, follow-up calls, and multiple channels.
• Analyze customer contact histories and call center verifications to identify systemic issues and quantify their impact on NPS.
• Escalate customer trends to leadership with actionable recommendations for operational improvement.

Requirements

• 2+ years of experience in project management, customer experience, or customer insights.
• English at B2+ 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 or similar tools.
• Basic-to-intermediate Excel or Google Sheets skills, including pivot tables and standard formulas, or experience with BI tools such as Power BI or Tableau.

Culture & Benefits

• Stable employment in an international company with opportunities for advancement.
• 28 calendar days of annual vacation plus one additional day off on the employee's birthday.
• Health insurance and confidential mental and physical wellbeing support for employees and immediate family members.
• Access to more than 650 soft- and hard-skill courses, training, and coaching.
• Free English and German language classes, flexible working hours, and hybrid work.
• Gym access at the Odesa office.