At Sotec, we are looking for aCustomer Success Specialistto work with our clientThe Mission: Your RoleAs aCustomer Success Specialist, you are fundamentally responsible for championing and delivering an exceptional User Support Experience (UX) across all our applications. You will serve as thecrucial bridgebetween the user community and internal teams like Product Owners, QA, and DevelopmentYour mission is to transform raw user feedback into actionable knowledge to improve the quality and usability of our products. Reporting directly to theDirector 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.
RequisitosWhat 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
plusWhy 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 ScheduleandIntensive Fridaysto optimize your work-life balance.
Industry Events:Opportunities to attend sector-specific events and stay ahead of trends.
Free Coffee & Teaat the office.