Job Description
Join Nexus Solutions' award-winning Customer Experience team and become the voice of innovation! We're seeking a passionate Senior Customer Experience Specialist to transform how we engage with our global clientele. In this pivotal role, you'll drive customer loyalty through personalized solutions while collaborating with product and engineering teams to shape our service ecosystem. Enjoy hybrid work arrangements, comprehensive benefits, and career growth opportunities in Austin's vibrant tech scene.
Responsibilities
- Deliver exceptional multi-channel support (voice, email, chat) for enterprise clients
- Resolve complex technical issues with average first-contact resolution rate >90%
- Analyze customer feedback to identify process improvement opportunities
- Train and mentor junior team members on service protocols and tools
- Collaborate with product teams to document bugs and feature requests
- Develop personalized recovery plans for high-value customer accounts
- Contribute to knowledge base articles and service documentation
Qualifications
- 5+ years in B2B customer service or technical support roles
- Proficiency with CRM platforms (Salesforce, Zendesk) and ticketing systems
- Exceptional written and verbal communication skills
- Experience with SaaS products or cloud infrastructure
- Ability to thrive in fast-paced, data-driven environments
- Customer certification (e.g., CCXP, CSM) preferred
- Fluency in Spanish or Mandarin a significant plus