Customer Engagement Specialist REMOTE FROM ANYWHERE IN THE USA

Job description

aytm “ask your target market” is looking to hire a Customer Engagement Specialist , to join our growing Customer Engagement team. The working hours for this role are 10:00 am - 7:00 pm ET / 7:00 am - 4:00pm PT This Customer Engagement Specialist exists on our Support team, and it matters. You’ll be the person clients turn to when they need help, guidance, or someone to enable them. When the role is working, clients feel genuinely taken care of, and over time they’re doing more on their own. The way this work gets done is changing. The routine parts of this role will increasingly be assisted by automation. What stays human is judgment. Knowing when something needs a person, not a tool, and being confident enough to act on that distinction About US aytm delivers state-of-the-art insights automation technology and expert guidance that’s focused on providing answers for the customers of today, while evolving a platform that supports those curious about tomorrow. Advancing research with transparency and flexibility, aytm helps you connect to a community of people, optimize your products, positioning, and concepts, and get from idea to market faster. We have a world-class platform, top-tier customers, and a creative and energetic team. Day to Day: Customer Support & Issue Resolution - Getting clients unstuck. When something breaks or doesn’t make sense - a survey that won’t launch, a platform feature they can’t figure out, a technical issue they can’t diagnose, you’re who they call. You troubleshoot, you provide clear and actionable technical guidance, you escalate when it’s beyond you, and you keep them informed the whole way through. You manage this via email, chat, and phone and maintain professionalism and empathy across all client interactions. You maintain a high level of customer satisfaction and build relationships with customers. Platform Expertise. You provide assisted services for clients who need more confidence to DIY. You serve as a technical partner across aytm’s platform, helping clients navigate platform functionality, and fieldwork execution. You troubleshoot survey logic and identify and resolve technical issues. Your focus is light assisted execution - you don’t conduct the research for clients, but you partner on the technical aspects they can’t yet do alone, building and using your deep platform knowledge to turn ambiguity into action and solutions. Asynchronous Communication & Global Collaboration You communicate clearly and effectively in written, asynchronous formats (e.g., Slack), provide context-rich updates that keep cross functional teams aligned. You collaborate seamlessly with internal stakeholders and teams. You identify when to escalate and provide structured, actionable context to internal teams. Building capability, not just fixing problems. You don't just provide answers; you make clients better at finding answers themselves. You guide them on platform features using self-serve help desk articles, and measure your success partly by how much less they need you over time because you have made them more self-sufficient. You enable them. Human Judgement + Automation AI tools are part of how work gets done, which means you’re the quality layer between what automation produces and what clients actually receive. You know when an AI output is good enough and when it isn't, you catch errors before they reach anyone, and you write clear prompts for AI tools and iterate when the output isn't right. Sometimes you come in after AI hasn’t been able to resolve the issue. You possess the ability to master intricate problems and streamline the customer journey for a more smoother experience. What makes someone great at this: Some things that really set you apart. Everything else is what makes you effective in the role Breaking down messy issues into clear, solvable parts You are a structured problem solver. You quickly identify whether something is a user error, platform limitation or a true bug requiring escalation and escalate with clarity, not just “this is broken”. You learn from the problem and reference the issue at a later time to find solutions. You prioritize effectively in a fast-turn environment and balance speed with quality. Knowing when to own it and when to route it. In a client-facing, async, AI-assisted environment, you recognize that the cost of holding onto something too long is high. Even when you lack full information, you exercise a strong instinct to distinguish between problems you can solve and those that require escalation. And you know exactly who to escalate to. The instinct to build capability, not dependency. You understand that solving a client’s problem and making a client more capable are distinct objectives. You prioritize the latter, finding professional satisfaction in watching others become self-sufficient and confident rather than simply being the one who provides the fix. Stakeholder Communication You operate effectively across time zones by prioritizing clarity over mere availability. You write and speak with precision and context, eliminating ambiguity in your messages to resolve issues efficiently. You provide context + recommendation, not just answers and adapt your tone based on audience (technical vs. non-technical). Your Foundation: Resilient and Adaptable - the role, the platform, and the way the work gets done will all evolve. You see it as an opportunity, not instability. Can manage competing client priorities in a fast-paced async environment Organized, structured thinker who tackles ambiguous problems with logic Adaptable and Curious - Proactive and genuinely committed to learning - not just open to it Qualifications: 1-2 years in market research in a customer service, project management, or a technical client-facing role Demonstrated experience with online platforms and tools Experience DIY survey platforms (Qualtrics, Decipher, SurveyMonkey, Alchemer, QuestionPro) is a plus Strong interpersonal skills - can work as part of a team and directly with clients Able to work in a fast-paced, deadline-driven environment Strong organization and prioritization Proficient in Google Workspace and Microsoft Office. Advanced Excel is a plus. Excited about contributing to a rapidly growing remote team and company What success looks like: In the first 6 months: You are learning more about our platform every single day, learning about our clients, through every interaction and customer need. You are building your own confidence to be an enabler. CSAT and response time are being tracked and moving the right way In the first 12 months: CSAT is at company benchmark First Median Response Time is at company benchmark The clients you work get measurably more capable on the platform (Self Serve Adoption) You are starting to learn how to enable clients in the moment. AI tools are part of how you work, not something you’re still figuring out 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 virtual, 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. Benefits would include: Unlimited, responsible PTO - With a recommended minimum number of days taken each year Affordable Insurance -$0 deductible Health plans plus dental, vision, and more! 401k retirement - Account with automatic company contributions Dependent Care - a pre-tax benefit account that you can fund to pay for eligible dependent care services Professional Development - Bring your professional Development needs to the table and get your career nourished In-Home Snack allowance - Who doesn’t love some yummies to get you through the day? Cellphone/Internet credits - Get tax-free credits to use toward your cell phone and internet utilities. Equipment and Structured Onboarding - We will provide you with the equipment and tools you need, along with great onboarding courses to set you up for success. Paid Volunteer Time - We support you helping others Great colleagues and an opportunity to sail into uncharted waters with a profitable company that is changing its industry! **aytm is an Equal Opportunity Employer and committed to a diverse, equitable and inclusive culture and workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation. This employer does not sponsor applicants for work Visas.