Aytm "ask your target market" is looking to hire a Senior Customer Engagement Specialist, to join our growing Customer Engagement team. This position is based in the UK (UK time) and will be responsible for partnering with customers to deliver their projects, while enabling them to become increasingly self-sufficient.
The Senior Customer Engagement Specialist will align with multiple teams in fulfilling day to day customer expectations. They will provide administrative and executional support to complete tasks with speed and accuracy in an agile and customer-focused environment. They will lead customer conversations, support them in launching surveys, and deliver education and training on the aytm platform.
About Us
aytm delivers state-of-the-art insights automation technology and expert guidance that's focused on providing answers for the clients of today, while evolving a platform that supports those curious about tomorrow. By advancing research with transparency and flexibility, aytm helps you connect to a community of people, optimise your products, positioning, and concepts, and get from idea to market faster. We have a world-class platform, top-tier clients, and a creative and energetic team.
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.
Required Qualifications:
* 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.
What we offer:
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). While being a Zero-commute company and providing you with an amazing level of freedom, convenience, and flexibility, it requires a certain inner discipline and capacity to be effective at a distance. Remote work experience is preferred, but not required.