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Customer Success Specialist
Full-time
About NEWRY
At NEWRY, we manage a portfolio of over 400 mobile apps that delight millions of users around the world. With over 80 million active users monthly, our goal is to continue delivering exceptional, innovative products by strategically overseeing and optimizing our diverse app portfolio.
The Role
As a User Success Specialist, you will be the primary bridge between our user community and internal teams (Product, QA, and Development). You are responsible for championing an exceptional User Experience (UX) by transforming raw feedback into actionable product improvements.
Responsibilities
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 policies, and providing user support
AI support supervision: continuously review, supervise, and improve AI-generated support interactions, ensuring quality, accuracy, tone, and alignment with company standards
Proactive pattern identification: serve as the first line to identify usage trends, UX bottlenecks, and the recurrence of errors or bugs
Review management leadership: lead the management of app store reviews, categorize user sentiment, and coordinate efficient responses
Interdepartmental Collaboration
Document and synthesize feedback into concrete use cases and misuse scenarios
Present recurring high-impact UX findings to Product Owners to influence roadmap prioritization
Own and continuously improve the feedback management process
What We're Looking For
Solid understanding of User Experience (UX) and usability principles
Minimum 2 years in Customer Success, Community Management, Advanced Customer Support, or QA with UX focus
Excellent written and verbal communication skills
Analytical capability to identify trends in large volumes of feedback data
Experience working alongside or supervising AI-assisted support tools is a strong plus
Location: 100% in-office at Nuevos Ministerios, Madrid (28020).
