Customer Care Specialist - Technology

Job description

The Customer Care Specialist supports the design, delivery, and continuous improvement of customer care technology solutions. This role partners closely with Product, Engineering, Operations, and other stakeholders to translate business needs into clear requirements, enable efficient delivery, and ensure solutions meet user and operational expectations. The specialist plays a key role in discovery, requirements definition, process design, and validation—ensuring that customer care technologies are scalable, compliant, and aligned with business outcomes. This role evolves from executing well-defined analysis tasks to owning end-to-end requirements and supporting complex, cross-functional initiatives. KEY DUTIES AND RESPONSIBILITIES: Communication & Collaboration: - Partner with Product Managers, Product Owners, UX, and Engineering to clarify goals, scope, and priorities. - Plan and facilitate requirements elicitation sessions; capture decisions, assumptions, and open questions. - Provide sprint-level context and support story refinement, answering functional questions during planning. - Coordinate with QA, UAT participants, and vendors during testing, demos, and evaluations. - Close...