Customer Care Specialist

We are looking for a Customer Care Specialist to lead the design and implementation of a seamless customer journey, ensuring every touchpoint exceeds customer expectations. This role will collaborate closely with the Product, Network Operations Center (NOC), and Sales teams to identify gaps, enhance processes, and provide top-tier service to our tech customers. The Customer Care Specialist will be instrumental in driving improvements that align customer needs with Sotoon’s capabilities, ensuring a smooth and rewarding experience.

Key Responsibilities:

• Oversee the end-to-end customer experience journey, identifying pain points and opportunities for improvement to ensure an excellent service experience.
• Collaborate with Product, NOC, and Sales teams to align efforts on delivering a consistent and superior customer experience.
• Develop and implement customer experience strategies that improve customer satisfaction and loyalty, focusing on the unique needs of tech companies.
• Conduct customer feedback analysis, usability assessments, and journey mapping to understand customer behavior and make data-driven decisions.
• Establish and monitor CX metrics and KPIs to measure customer satisfaction and experience across different stages of the customer lifecycle.
• Act as a customer advocate within the company, ensuring that all departments understand and address customer needs and expectations.
• Create and maintain a set of CX standards and best practices to guide interactions with customers across all channels.
• Collaborate with design, product, and operations teams to ensure that customer feedback is integrated into product development and operational improvements.
• Stay up-to-date with industry trends and customer experience innovations, applying best practices to Sotoon’s customer engagement processes.

• Proven experience in a customer experience role, preferably within the tech or cloud services industry.
• Strong understanding of customer journey mapping, CX design principles, and process improvement strategies.
• Excellent communication and collaboration skills, with the ability to work effectively across multiple teams (Product, NOC, Sales).
• Analytical skills with experience in customer feedback analysis and the ability to derive actionable insights from data.
• Familiarity with customer relationship management (CRM) systems and tools.
• Ability to balance customer needs with business goals and technical constraints.
• Experience in tech services, cloud, or infrastructure environments is highly desirable.

• Supplementary health insurance for you and your family (supports most treatments, including psychotherapy).
• Competitive salary with regular promotion opportunities.
• Reimbursement for educational courses, internet, and even programs for self-development. (like art classes or learning a new language, etc.)
• Flexible working hours, including remote work opportunity.
• An exciting work environment with talented colleagues, cultural diversity, with an open environment for new ideas.
• We provide everything you need to work comfortably, such as laptops, equipment for remote work, etc.
• Various on-site meals and snacks.