Job Description
Join Nexus Dynamics' award-winning customer experience team and transform how we connect with our global clientele. We're seeking a passionate Customer Experience Specialist to become the voice of our brand in Austin's thriving tech hub. Enjoy competitive benefits, professional development stipends, and a culture that celebrates innovation and empathy. Be part of a company ranked among Austin's Top 10 Workplaces for 2023!
Responsibilities
- Deliver exceptional customer support via phone, email, and live chat with 95%+ satisfaction metrics
- Resolve complex technical issues and billing inquiries for SaaS platform users
- Collaborate with product teams to identify and escalate service improvement opportunities
- Maintain detailed case documentation in Salesforce with 100% accuracy
- Proactively implement retention strategies for high-value accounts
- Mentor new team members on service protocols and best practices
Qualifications
- 3+ years in B2B customer service with SaaS/tech experience preferred
- Proven ability to resolve escalations with emotional intelligence
- Advanced proficiency in CRM platforms (Salesforce) and helpdesk tools
- Exceptional written and verbal communication skills
- Ability to multitask in fast-paced environments with competing priorities
- Spanish language fluency highly desirable
- Customer Service Certification (CSC) or equivalent preferred