Senior Customer Engagement Specialist

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🕒 May 2

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aytm

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

SaaS • Artificial Intelligence • Market Research

aytm is an advanced consumer insights platform that provides technology and expertise to empower market research initiatives. With a focus on agile consumer insights, aytm offers a range of solutions including a predictive sample engine, survey authoring tools, and real-time reporting and analysis dashboards. Their proprietary consumer panel, PaidViewpoint, is highly regarded for delivering quality responses. Additionally, aytm utilizes AI-powered tools such as Skipper, an AI research assistant, to facilitate faster, actionable insights. The platform is tailored for various industries such as banking, healthcare, telecom, and more, helping businesses to make informed decisions based on comprehensive research insights.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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).