Research Specialist

Summary

Join our dynamic team as a Research Specialist and contribute to identifying innovative tools and technologies. You will conduct in-depth research, analyze trends, and test new solutions to improve service delivery and customer satisfaction. Collaborate with stakeholders to implement innovative solutions and present findings. This role requires strong analytical skills, experience in customer support, and proficiency in working with advanced information sources. We offer a fully remote work opportunity, competitive compensation in USD, good bonuses, paid training, and a supportive work environment.

Requirements

• Fluent communication skills in written and spoken English (at least C1)
• 4+ years of research or analytical experience, ideally in customer support or customer service
• Strong analytical skills, with expertise in data analysis, process mapping, and project management
• A technology-driven mindset with a passion for discovering and testing new tools, frameworks, and products
• Knowledge of emerging customer support technologies (e.g., AI, automation, CX tools) and a commitment to continuous improvement
• Proficiency in working with advanced information sources beyond basic searches
• Familiarity with implementation frameworks and experience driving successful tool adoption
• Excellent communication and presentation skills to effectively share insights with diverse audiences

Responsibilities

• Conduct in-depth research on companies, products, tools, technologies, frameworks, and industries, delivering actionable insights to stakeholders
• Analyze trends, emerging technologies, and best practices in customer support and process optimization for BPO
• Investigate competitor strategies and monitor market developments to support R&D initiatives
• Test and evaluate new tools, technologies, and frameworks to improve service delivery, reduce costs, and enhance customer satisfaction
• Oversee pilot programs for new tools and assess their effectiveness to inform implementation decisions
• Partner with cross-departmental stakeholders to identify and implement innovative solutions for operational challenges
• Present findings and recommendations to ensure alignment on objectives and feasibility

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