Lead Software Qa Engineer - Voice Of The Customer

Job Description
Our Circut machines enable people around the world to flex their creativity and let their imagination run wild. Sometimes, our users' experience with our hardware and software does not go as we (or they) intend.
This role places a heavy and critical emphasis on directly connecting with and supporting our customers. You will find and respond to customer challenges wherever they are expressed online (usually facebook) and directly work with customers to attempt to help them overcome their challenges.
In other words, you'll be the voice of the customer!
Become a customer champion:
Interact directly with users via chat, email, and phone to understand their challenges and identify software bugs.
Turn feedback into action:
Analyze customer defect reports, calls and social media conversations to create clear and actionable bug reports for developers.
Track customer sentiment on social media:
Monitor platforms like Facebook and Reddit to identify and address customer concerns about our software.
Customer Empathy and Support:
Ability to build rapport with customers, actively listen to their concerns, and provide empathetic and kind support throughout the troubleshooting process.
Collaborate for success:
Work closely with product, development, and support teams to prioritize and fix issues efficiently.
Proactive problem-solving:
Anticipate areas for improvement based on customer feedback and field observations.
Communication is key:
Keep stakeholders informed on the status of identified issues and bug fixes.
Always improving:
Continuously refine how we collect, analyze, and respond to customer feedback to ensure top-notch product quality and happy users.