Customer Engagement Specialist REMOTE FROM ANYWHERE IN THE USA

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