At Sotec, we are looking for abr/br/Customer Success Specialistbr/br/to work with our clientbr/br/The Mission: Your Rolebr/br/As abr/br/Customer Success Specialistbr/br/, you are fundamentally responsible for championing and delivering an exceptional User Support Experience (UX) across all our applications. You will serve as thebr/br/crucial bridgebr/br/between the user community and internal teams like Product Owners, QA, and Developmentbr/br/Your mission is to transform raw user feedback into actionable knowledge to improve the quality and usability of our products. Reporting directly to thebr/br/Director of QA and User Experiencebr/br/, you will be integrated within the heart of our product quality engine.br/br/1. Feedback management and issue discovery ●br/br/Comprehensive monitoringbr/br/: actively and continuously manage, monitor, and analyze all direct feedback channels (emails, app stores, surveys, social media, and first-level support tickets) ●br/br/Customer support for email:br/br/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. ●br/br/Proactive pattern identificationbr/br/: serve as the first line to identify usage trends, UX bottlenecks, and the recurrence of errors or bugs reported by the user community ●br/br/Review management leadershipbr/br/: lead the management of app store reviews, categorize user sentiment, and coordinate efficient and professional responses to mitigate the impact of criticism ●br/br/AI support supervision:br/br/continuously review, supervise, and improve AI-generated support interactions, ensuring quality, accuracy, tone, and alignment with company standards.br/br/2. Interdepartmental collaboration and integration ●br/br/Use case generation:br/br/document and synthesize the feedback and issues detected into concrete use cases and "misuse scenarios" to inform and educate internal teams ●br/br/Product influence:br/br/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). ●br/br/Support for QA and developmentbr/br/: 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 ●br/br/Feedback process ownership:br/br/own and continuously improve the feedback management process, including categorization, tagging, tracking, and ensuring actionable insights are generated and communicated effectively to internal stakeholders.br/br/3. Experience quality assurance (UX/QA) ●br/br/Insight Documentationbr/br/: maintain an organized and accessible record of feedback trends, main pain points, and user satisfaction metrics ●br/br/Reporting and insights generationbr/br/: prepare regular reports (weekly/monthly) summarizing key user issues, trends, recurring friction points, and actionable insights to support internal decision-making. Requisitosbr/br/What are we looking for? You’re a great fit if you have...br/br/● 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 plusbr/br/Why you’ll love working with them International Impact:br/br/Your work will have exposure across the globe, contributing to the strategic management of our app portfolio. Creative Freedom:br/br/We prioritize autonomy and provide you with the support to take bold actions and influence the company's future. Meaningful Connections:br/br/Join a team where we value talent over ego and encourage collaboration. Benefits Summer Intensive Schedulebr/br/andbr/br/Intensive Fridaysbr/br/to optimize your work-life balance. Industry Events:br/br/Opportunities to attend sector-specific events and stay ahead of trends. Free Coffee Teabr/br/at the office.