At Sotec, we are looking for a Customer Success Specialist to work with our client The Mission: As a Customer Success Specialist, you are fundamentally responsible for championing and delivering an exceptional User Support Experience (UX) across all our applications. 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.Feedback management and issue discovery● Comprehensive monitoring : actively and continuously manage, monitor, andanalyze all direct feedback channels (emails, app stores, surveys, social media, andfirst-level support tickets)● Customer support for email: reply to emails, determining refunds when necessaryaccording to our policies, and providing user supportThis 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, UXbottlenecks, 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 tomitigate the impact of criticism● AI support supervision: continuously review, supervise, and improve AI-generatedsupport interactions, ensuring quality, accuracy, tone, and alignment with companystandards.Interdepartmental collaboration and integration● Use case generation: document and synthesize the feedback and issues detectedinto concrete use cases and "misuse scenarios" to inform and educate internal teams● Product influence: present recurring high-impact UX findings and insights directly tothe 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 necessarycontextual information (steps to reproduce, device, version, logs, etc.) Experience quality assurance (UX/QA)● Insight Documentation : maintain an organized and accessible record of feedbacktrends, 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 insightsto support internal decision-making.Solid and demonstrable understanding of User Experience (UX) and usabilityprinciples● Previous professional experience (minimum 2 years) in Customer Success,Community Management, Advanced Customer Support, or QA with a strong focus onUX● Excellent written and verbal communication skills; the ability to empathize with theuser 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 applicationanalytics platforms● Experience working alongside or supervising AI-assisted support tools is a strongplusWe prioritize autonomy and provide you with the support to take bold actions and influence the company's future.Free Coffee & Tea at the office.