Job Description
Join our award-winning customer experience team at Nexus Solutions Inc., where innovation meets empathy. We're seeking a dynamic Senior Customer Experience Specialist to elevate our service standards and drive customer loyalty in the Pacific Northwest tech hub. This hybrid role combines remote flexibility with collaborative in-office sessions in our modern Seattle headquarters, offering competitive benefits and growth opportunities.
As a key ambassador of our brand, you'll resolve complex inquiries, implement process improvements, and mentor junior team members while maintaining our 98% satisfaction benchmark. We value authentic communication and proactive problem-solving in our fast-paced environment.
Responsibilities
- Resolve escalated customer inquiries with empathy and efficiency across multiple channels
- Develop and implement SOPs to enhance first-contact resolution rates
- Analyze customer feedback trends to drive product/service improvements
- Mentor new hires and conduct monthly training workshops
- Collaborate with Product teams to report critical customer insights
- Maintain 95%+ CSAT score and <48hr response SLA
- Lead quarterly customer experience initiatives
Qualifications
- 5+ years in B2B customer service with SaaS exposure
- Proven conflict resolution and de-escalation expertise
- Advanced CRM proficiency (Salesforce/Zendesk)
- Data-driven decision-making with analytics tools
- Exceptional written and verbal communication skills
- Certification in Customer Experience Management (CCXP) preferred
- Experience with cross-functional collaboration in tech environments