Job Description
Join Nexus Global Solutions' award-winning customer experience team as we redefine industry standards for client satisfaction. We're seeking a dynamic Senior Customer Experience Specialist to lead our support initiatives in Austin's vibrant tech hub. This role offers competitive benefits, remote flexibility options, and career growth opportunities within a Fortune 500 environment.
Our team operates in a fast-paced, collaborative environment where your problem-solving skills directly impact customer retention and brand loyalty. You'll work with cutting-edge CRM platforms and contribute to process improvements that serve over 500k+ global customers annually.
Responsibilities
- Deliver exceptional multi-channel support via phone, email, and chat with 95%+ CSAT scores
- Resolve complex technical and billing escalations with average resolution time under 4 hours
- Mentor junior agents and develop standardized training protocols
- Analyze customer feedback to identify service gaps and implement data-driven solutions
- Collaborate with product teams to reduce recurring issues by 20% quarterly
- Represent company values in high-stakes situations including VIP client management
Qualifications
- 5+ years in customer service with 2+ years in leadership/mentorship roles
- Expertise in Salesforce, Zendesk, or enterprise CRM platforms
- Proven ability to maintain composure under pressure with de-escalation techniques
- Fluency in Spanish or Mandarin is highly valued
- Experience with quality assurance scoring and performance metrics
- Industry certification (e.g., CCXP, CPHR) preferred
- Advanced proficiency in data visualization tools (Tableau/Power BI)