Remote Customer Advocacy Specialist

Placements24; Graafwater; Hybrid; ZAR 420,000 - 700,000; Full time

Benefits offered by this job

Fully remote

Health & wellness benefits

Generous PTO

Professional development

Home office allowance

Job summary

Placements24 is seeking a Remote Customer Advocacy Specialist to join their fully remote global team. You will champion the customer's voice, drive satisfaction and retention, and translate insights into actions for product, marketing, and support teams.

As a natural communicator with empathy, you will gather feedback through surveys and interviews, analyze trends, and build advocacy programs while collaborating with stakeholders across departments.

Qualifications

• Bachelor’s degree or equivalent experience in related field.
• 3+ years in customer advocacy or CX roles.
• Strong written and verbal communication with storytelling ability.

Responsibilities

• Represent the voice of the customer across departments.
• Collect and analyze customer feedback via surveys and interviews.
• Translate insights into product, marketing, and support actions.
• Develop customer testimonials and advocacy programs.
• Generate reports on sentiment for senior leadership.
• Build relationships with key customer stakeholders.

Skills

Customer advocacy

CX

Storytelling

Stakeholder influence

Remote work

Survey tools

Education

Bachelor's degree (Marketing/Communications/Psychology)

Tools

SurveyMonkey

Qualtrics

CRM systems

Job description

About the Role

Our client, a forward-thinking tech company committed to exceptional user experiences, is actively seeking a dedicated Remote Customer Advocacy Specialist to join their fully remote global team. This vital role focuses on championing the customer's voice within the organization, driving initiatives that enhance customer satisfaction, loyalty, and retention. You will be instrumental in gathering customer feedback, identifying trends, and translating insights into actionable recommendations for product, marketing, and support teams. The ideal candidate is a natural communicator, deeply empathetic, and passionate about understanding customer needs. This is a unique opportunity to shape customer-centric strategies from anywhere, contributing to our client's mission to delight its users. We are looking for an individual who thrives in a self-directed, remote environment and can effectively advocate for the customer across various departments. Your ability to build consensus and influence change based on customer insights will be critical. The role offers the flexibility of working remotely, with a focus on engaging customers in regions such as Paarl, Western Cape.

Key Responsibilities

• Act as the primary voice of the customer within the organization, representing their needs and perspectives.
• Develop and implement strategies to gather customer feedback through surveys, interviews, and other channels.
• Analyze customer feedback data to identify key themes, pain points, and opportunities for improvement.
• Collaborate with product management to translate customer insights into product enhancements and roadmap priorities.
• Work with marketing to develop customer testimonials, case studies, and advocacy programs.
• Partner with customer support and success teams to address systemic issues and improve service delivery.
• Develop reports and presentations on customer sentiment and advocacy initiatives for senior leadership.
• Champion customer-centric initiatives across all departments of the organization.
• Monitor industry trends and best practices in customer advocacy and experience management.
• Build strong relationships with key customer stakeholders to foster advocacy.

Requirements

• Bachelor's degree in Marketing, Communications, Psychology, or a related field, or equivalent experience.
• Minimum of 3 years of experience in customer advocacy, customer experience (CX), community management, or a related role.
• Proven ability to collect, analyze, and synthesize customer feedback into actionable insights.
• Exceptional written and verbal communication skills, with a talent for storytelling and persuasion.
• Strong understanding of customer journey mapping and user experience principles.
• Experience with survey tools (e.g., SurveyMonkey, Qualtrics) and CRM systems.
• Ability to work independently, manage multiple projects, and thrive in a remote setting.
• Strong interpersonal skills and ability to influence stakeholders at all levels.
• Passion for understanding and improving the customer experience.
• Experience in building and managing customer advocacy programs is highly desirable.

Benefits

• Competitive salary package.
• Fully remote work arrangement with flexible hours.
• Comprehensive health and wellness benefits.
• Generous paid time off and holidays.
• Opportunities for professional development and training.
• Be part of a mission-driven company focused on customer delight.
• Collaborative and supportive remote team environment.
• Allowance for home office equipment and connectivity.