AUTODOC

Online marketplace for automotive parts

Customer Engagement Specialist - NPS

Customer ExperienceConfirmed live in the last 24 hours

Full-timeKyiv, UkraineNo salary listed

About the Job

Requirements

At least 2 years of experience in CX, Customer Insights, or Analytics, with a strong focus on NPS methodology, including tracking, deep-dive analysis of detractors and promoters, and identifying root causes of customer dissatisfaction.
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 platforms.
Basic-to-intermediate skill in Excel or Google Sheets, including pivot tables and standard formulas, or in BI tools such as Power BI or Tableau for visualizing survey trends.
Ability to translate raw customer feedback into clear, actionable requirements.
English proficiency at B2+ level.

Responsibilities

Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).
Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.
Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.
Analyze customer contact histories and Call Center verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.
Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.

Job Description

Drive global end-to-end management, tracking, and strategic analysis of NPS (Net Promoter Score) and CES (Customer Effort Score).
Identify underlying technical bugs and procedural friction points by systematically analyzing low customer scores.
Capture qualitative insights from detractors and promoters through voice surveys, follow-up calls, and multi-channel feedback mechanisms.
Analyze customer contact histories and Call Center (CC) verifications to uncover systemic issues driving detractor sentiment and quantify their impact on NPS.
Escalate emerging positive and negative customer trends to leadership with actionable recommendations for operational improvement.

Qualifications

2+ years of experience in CX, Customer Insights, or Analytics with a strong focus on NPS methodology: from setting up tracking and deep-dive analysis of detractors/promoters to identifying root causes behind customer dissatisfaction.
Advanced proficiency in Microsoft Office / Google Workspace, hands-on experience with modern AI productivity tools (e.g., Claude, Grok, ChatGPT), and familiarity with CX/NPS platforms (e.g., Qualtrics or similar), basic-to-intermediate skill in Excel/Google Sheets (pivot tables, standard formulas) or BI tools (Power BI, Tableau) to visualize survey trends.
Strong analytical mindset, high emotional intelligence (empathy), proactive ownership, exceptional cross-functional collaboration, and communication skills, ability to translate raw customer feedback into clear, actionable requirements.
Languages: English (B2+ level).

Additional Information

Stable employment in the fast-growing international company
Annual vacation of 28 calendar days and 1 additional day off on your birthday
Health Insurance for access to various high-quality medical services (doctor visits, diagnostics, medical treatment)
Mental Wellbeing Program – providing you and your immediate family members with free and confidential mental and physical health support services for a wide range of personal and work-related issues.
Opportunities for advancement, further trainings (over 650 courses on soft and hard skills on our e-learning platform) and coaching
Free English and German language classes
Flexible working hours and hybrid work

About the Company

AUTODOC

Online marketplace for automotive parts

Autodoc SE runs a European online auto parts marketplace that sells spare parts and accessories to consumers and professional garages through AUTODOC PRO. It lists about 5.8 million products from around 2,300 brands on country-specific sites and a mobile app, including private-label items, and has added a Mirakl-powered marketplace for third-party sellers. The platform works by offering a wide catalog at competitive prices, with a direct-to-consumer shopping flow and a growing B2B workflow for mechanics and repair shops. Its goal is to expand the marketplace and B2B services to become a multi-country, one-stop shop for auto parts across Europe.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $638M
Headquarters: Berlin, Germany
Founded: 2008

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