Research Specialist, Fluent English and Ukrainian

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Customer Service Outsourcing • Inbound Services • Online chat outsourcing • Back Office Support • 24/7 Support Outsourcing Services

1001 - 5000

💰 Venture Round on 2017-10

Description

• Are you passionate about uncovering insights and exploring the latest trends in technology and customer support? If you’re excited about research and innovation, we’d love to hear from you! • We’re looking for a Research Specialist to drive research initiatives that enhance our customer service strategies and support process improvements. • Conduct comprehensive research on companies, products, tools, technologies, frameworks, and industries; • Organize and present key findings to stakeholders while systematizing essential information for future use; • Conduct in-depth research on industry trends, emerging technologies and products, as well as best practices in customer support and process optimizations for BPO; • Analyze competitor strategies and new market developments to inform R&D initiatives; • Test new tools, technologies, frameworks to enhance service delivery, analyze efficiency, reduce costs, and improve customers’ satisfaction; • Oversee pilot programs for new tools and evaluate their effectiveness in order to decide on further implementation; • Work closely with stakeholders across all departments to find new products, tools, technologies and frameworks in order to resolve challenges or improve the processes; • Communicate findings and recommendations to all stakeholders, ensuring alignment on objectives and feasibility.

Requirements

• Fluent in English and Ukrainian • 4+ years of research or analytical experience, preferably in customer support or customer service field • Strong analytical skills, with experience in data analysis, process mapping, and project management • Technology-oriented mindset, strong interest in new tools, frameworks and products • Knowledge of emerging customer support technologies (e.g., AI, automation, CX tools) and a passion for continuous improvement • Working with advanced sources of information (above regular Google search) • Knowledge of implementation frameworks • Excellent communication and presentation skills, with the ability to work collaboratively with cross-functional teams

Benefits

• Business hours • Opportunity to work fully remotely • Inclusive international environment • Compensation in USD • Good bonuses for referring friends • Paid intensive training and probation • Work-life balance • Responsive management interested in your growth and long-lasting cooperation • Greenhouse conditions for self-development