Customer Success Specialist at NEWRY GLOBAL MEDIA

Madrid, Community of Madrid, Spain -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

User Experience (UX), Usability Principles, Customer Success, Community Management, Advanced Customer Support, Quality Assurance (QA), Written Communication, Verbal Communication, Analytical Capability, Ticket Management, Project Management, Jira, Front, AI Support Supervision

Industry

Online Media

Description

Hi! 👋🏼 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. We are a fast-paced, ambitious company that thrives on data-driven decisions, creativity, and a commitment to excellence. The Mission: Your 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. Tareas 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 Beneficios Why you’ll love working at NEWRY 💚 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. 📍 Location: This is a 100% face-to-face role at our offices in Nuevos Ministerios (28020, Madrid).

Responsibilities

The specialist will act as the primary bridge between users and internal teams by managing feedback channels, handling escalated support, and identifying usage trends and UX bottlenecks. This role involves synthesizing feedback into actionable use cases to influence product roadmaps and detailing bugs for QA and development teams.