Job Description
Join our award-winning customer experience team at Nexus Solutions Inc. and become the voice of our brand! We're seeking passionate individuals who transform customer interactions into lasting relationships. Our Austin-based team thrives on innovation and empathy, offering competitive benefits and growth opportunities in a dynamic tech environment.
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with first-contact resolution
- Document interactions in Salesforce with precision and maintain accurate case histories
- Collaborate with product teams to escalate critical feedback and improvement opportunities
- Maintain 95% CSAT score through personalized and empathetic communication
- Master our proprietary CRM system within 30 days of onboarding
- Participate in bi-weekly training to stay updated on product knowledge
- Identify upsell opportunities and contribute to revenue growth targets
Qualifications
- 3+ years in B2B customer service with SaaS experience preferred
- Proven track record of exceeding CSAT and KPI targets
- Advanced proficiency in Zendesk and Salesforce
- Exceptional written and verbal communication skills
- Ability to navigate multiple systems simultaneously
- Spanish fluency is a significant plus
- Experience working in remote/hybrid teams
- Relevant certification (e.g., CCXP) desirable