Customer Engagement Specialist (m/f/d)

Engineered in Berlin. Driving the Future of Europe.

At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved from a local specialist into Europe’s leading online platform for the automotive aftermarket.

Our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse with strong German roots and an expansive reach across 27 European countries. This continental focus allows us to blend our heritage with high-tech innovation, staying agile and closely connected to the markets we serve.

Today, our team of more than 5,500 professionals from over 50 different countries is redefining mobility through cutting-edge technology. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for drivers everywhere.

Come join us and impact the future of AUTODOC!

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

• Experience: 2+ years of experience in Project Management, Customer Experience (CX) , or Customer Insights roles.
• Languages: English (B2+ level), Russian (B2+ level).
• 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.

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
• Gym in the Odesa office