Job Description
Join Nexus Solutions Inc. as a Senior Customer Experience Specialist and become the voice of our brand! We're seeking a passionate professional to elevate our customer interactions and drive satisfaction to new heights. In this dynamic role, you'll resolve complex inquiries, implement service improvements, and mentor junior team members. Our Austin-based team thrives on innovation and collaboration, offering a competitive benefits package including health insurance, 401(k) matching, and professional development opportunities. If you're ready to make a tangible impact and grow your career in a supportive environment, apply today!
Responsibilities
- Resolve escalated customer inquiries via phone, email, and chat with 95%+ resolution rate
- Develop and implement proactive service improvement strategies
- Mentor 3-5 junior specialists through regular coaching sessions
- Analyze customer feedback trends to identify service gaps
- Collaborate with product teams to communicate customer insights
- Maintain detailed documentation of interactions and resolutions
- Contribute to weekly team performance reviews
Qualifications
- 3+ years of B2B customer service experience in SaaS or tech
- Proven track record of resolving complex technical inquiries
- Advanced proficiency in Zendesk and Salesforce CRM systems
- Strong analytical skills with experience in data-driven decision making
- Exceptional communication skills with ability to de-escalate situations
- Certification in Customer Service Excellence (preferred)
- Proficiency in Spanish (highly desirable)
- Ability to work flexible shifts including weekends