Job Description
Join Nexa Solutions' award-winning customer experience team and become the voice of our brand! We're seeking a passionate Senior Customer Experience Specialist to elevate our client interactions and drive loyalty through exceptional service. As a key ambassador of our values, you'll resolve complex inquiries with empathy and efficiency while contributing to process improvements that enhance the entire customer journey.
Why Nexa Solutions? Enjoy competitive compensation, comprehensive benefits, and a vibrant culture that celebrates innovation. Our Austin headquarters offers modern amenities, flexible work options, and opportunities for career growth in a rapidly scaling tech environment.
Responsibilities
- Handle high-volume inbound/outbound customer communications via phone, email, and chat with 95%+ resolution rate
- De-escalate complex issues and negotiate win-win solutions for enterprise clients
- Document interactions in CRM systems with 100% accuracy and attention to detail
- Identify process gaps and propose improvements to reduce average handle time
- Mentor junior team members on best practices and product knowledge
- Collaborate with Sales and Product teams to provide customer insights
- Maintain CSAT scores above 90% through personalized service delivery
Qualifications
- 5+ years in customer service with 2+ years in enterprise-level support
- Proven expertise in CRM platforms (Salesforce preferred)
- Exceptional conflict resolution and active listening skills
- Ability to work flexible shifts including weekends/holidays
- Experience in SaaS or tech industry highly preferred
- Strong analytical skills with data-driven problem-solving approach
- Fluent in English; bilingual Spanish speakers encouraged