Research Specialist (Remote)

We’re looking for a Research Specialist to drive research initiatives that enhance our customer service strategies and support process improvements.

Excited? Let’s see what it takes 💛

What you will do:

• 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

What you need to succeed in this role:

• 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 and Perks:

• 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

Who we are:

SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.

We work with clients from over 30 countries and speak over 60 languages.

Since 2010, we’ve become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world.

We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.

We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills!

Visit our website: http://www.supportyourapp.com/

• We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits