Customer Engagement Specialist

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!

Main Functions:

• 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.

Main Requirements:

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

What do we offer?

• Stable employment in the fast-growing international company
• International career in a multicultural environment with lots of opportunities to grow
• Annual vacation of 28 calendar days and 1 additional day off on your birthday
• Mental Wellbeing Program – the opportunity for free psychological counseling for you and your family members 24/7 hotline and online sessions
• 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