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 Customer Success Specialist, you are fundamentally responsible for championing and delivering an exceptional User Support Experience (UX) across all our applications. You will serve as the crucial bridge between the user community and internal teams like Product Owners, QA, and Development

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.

What you’ll be doing as a User Success Specialist

1. Feedback Management & Issue Discovery 🔍

• Comprehensive Monitoring: Actively manage and analyze all direct feedback channels, including emails, app stores, surveys, and social media.


• Advanced Support: Handle escalated, sensitive, or complex cases that require human judgment beyond automated or first-level AI support.


• Direct Correspondence: Manage customer communications and process refunds in strict accordance with company policies.


• Proactive Pattern Identification: Serve as the first line of defense in identifying usage trends, UX bottlenecks, and recurring bugs reported by the community.


• AI Support Supervision: Continuously review and optimize AI-generated support interactions to ensure quality, accuracy, and alignment with our brand voice.

2. Interdepartmental Collaboration & Integration 🤝

• Use Case Generation: Synthesize feedback into concrete use cases and "misuse scenarios" to provide actionable intelligence for internal teams.


• Product Influence: Present high-impact UX insights to Product Owners to help shape roadmap prioritization and feature definitions.


• QA & Development Support: Document detected bugs with comprehensive contextual data (reproducibility steps, logs, device specs) to facilitate efficient validation.


• Process Ownership: Drive the continuous improvement of the feedback ecosystem, ensuring insights are categorized, tracked, and communicated effectively.

3. Experience Quality Assurance (UX/QA) 📊

• Insight Documentation: Maintain organized records of feedback trends, primary pain points, and critical user satisfaction metrics.


• Strategic Reporting: Prepare regular reports summarizing key issues and recurring friction points to support data-driven internal decision-making

What are we looking for? 🎯

You’re a great fit if you have...

• Experience: Minimum 2 years of professional experience in Customer Success, Community Management, Advanced Support, or QA with a strong UX focus.


• UX Mastery: A solid and demonstrable understanding of User Experience (UX) and usability principles.


• Communication Skills: Excellent written and verbal skills; the ability to translate user frustration into clear technical requirements is essential.


• Analytical Mindset: Capability to identify trends and patterns within large volumes of feedback data.


• Tech Savvy: Familiarity with ticket and project management tools like Jira or Front, and app analytics platforms.


• AI Bonus: Experience working alongside or supervising AI-assisted support tools is a strong plus.

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).