Job Description
Join Zenith Connect's award-winning customer experience team and become the voice of innovation! We're seeking a passionate Senior Customer Experience Specialist to transform how clients interact with our cutting-edge fintech solutions. In this pivotal role, you'll resolve complex inquiries, build lasting client relationships, and directly influence product improvements while enjoying a collaborative, growth-focused environment.
Why Zenith Connect? We pride ourselves on:
- Industry-leading training programs with career advancement paths
- Comprehensive benefits package including health/dental/vision
- Flexible hybrid work model (3 days in-office, 2 remote)
- Monthly performance bonuses and recognition programs
- Modern downtown Austin office with wellness amenities
Responsibilities
- Handle escalated customer inquiries via phone, email, and chat with 95%+ resolution rate
- Document and analyze feedback to drive product enhancements
- Mentor junior team members on best practices and troubleshooting
- Collaborate with product teams to identify service improvement opportunities
- Proactively identify upsell opportunities based on client needs
- Maintain detailed case documentation in Salesforce CRM
- Participate in quarterly process optimization workshops
Qualifications
- 3+ years in customer service with SaaS/tech experience
- Proficiency with CRM platforms (Salesforce preferred)
- Exceptional communication skills with empathy and patience
- Ability to multitask in fast-paced environments
- Problem-solving mindset with analytical aptitude
- Spanish fluency a strong plus
- Associate degree or equivalent experience required