Customer Success Specialist

At Sotec, we are looking for a

Customer Success Specialist

to work with our client

The Mission: Your Role

As a

Customer Success Specialist , you are fundamentally responsible for championing and delivering an exceptional User Support Experience (UX) across all our applications. You will serve as the

crucial bridge

between the user community and internal teams like Product Owners, QA, and Development

Your mission is to transform raw user feedback into actionable knowledge to improve the quality and usability of our products. Reporting directly to the

Director of QA and User Experience , you will be integrated within the heart of our product quality engine.

1. Feedback management and issue discovery ●

Comprehensive monitoring : actively and continuously manage, monitor, and analyze all direct feedback channels (emails, app stores, surveys, social media, and first-level support tickets) ●

Customer support for email:

reply to emails, determining refunds when necessary according to our policies, and providing user support This role focuses primarily on escalated, sensitive, or complex cases beyond automated or first-level AI support. ●

Proactive pattern identification : serve as the first line to identify usage trends, UX bottlenecks, and the recurrence of errors or bugs reported by the user community ●

Review management leadership : lead the management of app store reviews, categorize user sentiment, and coordinate efficient and professional responses to mitigate the impact of criticism ●

AI support supervision:

continuously review, supervise, and improve AI-generated support interactions, ensuring quality, accuracy, tone, and alignment with company standards.

2. Interdepartmental collaboration and integration ●

Use case generation:

document and synthesize the feedback and issues detected into concrete use cases and "misuse scenarios" to inform and educate internal teams ●

Product influence:

present recurring high-impact UX findings and insights directly to the Product Owners to influence roadmap prioritization and the definition of new features (clarifies influence is indirect via reports, not direct roadmap ownership). ●

Support for QA and development : detail the detected bugs with the necessary contextual information (steps to reproduce, device, version, logs, etc.) for efficient validation and escalation by the QA team ●

Feedback process ownership:

own and continuously improve the feedback management process, including categorization, tagging, tracking, and ensuring actionable insights are generated and communicated effectively to internal stakeholders.

3. Experience quality assurance (UX/QA) ●

Insight Documentation : maintain an organized and accessible record of feedback trends, main pain points, and user satisfaction metrics ●

Reporting and insights generation : prepare regular reports (weekly/monthly) summarizing key user issues, trends, recurring friction points, and actionable insights to support internal decision-making. Requisitos

What are we looking for? You’re a great fit if you have...

● Solid and demonstrable understanding of User Experience (UX) and usability principles ● Previous professional experience (minimum 2 years) in Customer Success, Community Management, Advanced Customer Support, or QA with a strong focus on UX ● Excellent written and verbal communication skills; the ability to empathize with the user and translate their frustration into clear technical requirements is essential ● Analytical capability to identify trends and patterns in large volumes of feedback data ● Familiarity with ticket and project management tools (e.g., Jira, Front) and application analytics platforms ● Experience working alongside or supervising AI-assisted support tools is a strong plus

Why you’ll love working with them International Impact:

Your work will have exposure across the globe, contributing to the strategic management of our app portfolio. Creative Freedom:

We prioritize autonomy and provide you with the support to take bold actions and influence the company's future. Meaningful Connections:

Join a team where we value talent over ego and encourage collaboration. Benefits Summer Intensive Schedule

and

Intensive Fridays

to optimize your work-life balance. Industry Events:

Opportunities to attend sector-specific events and stay ahead of trends. Free Coffee & Tea

at the office.