Customer Advocacy Associate

About the role

The Customer Advocacy Associate is responsible for turning customer feedback into actionable insights. You will work closely with customers via email and phone, ensure timely resolution, and partner with internal teams to improve overall satisfaction.

Key responsibilities

• Analyze survey feedback and sentiment, edit topic tags using the survey application.
• Correspond with customers promptly, delivering empathy, personalization, and resolution.
• Maintain complete follow‑up and closure of assigned surveys within SLA targets.
• Escalate second‑level issues to the CAD department and raise concerns to managers when needed.
• Document operational processes and help create customer response templates.
• Identify trends in feedback and recommend solutions to enhance the customer experience.
• Support continuous improvement initiatives for the department.

Required profile

• Strong analytical mindset with the ability to interpret customer sentiment.
• Excellent written and verbal communication skills, demonstrating urgency and empathy.
• Detail‑oriented and able to follow established procedures and SLAs.
• Proactive in escalating issues and collaborating with cross‑functional teams.
• Comfortable documenting processes and creating standardized templates.

Required skills

What we offer

• Opportunity to influence customer experience strategy.
• Collaborative environment with cross‑departmental exposure.
• Professional development and growth pathways.