Job Description
Join NexusConnect Global's award-winning customer experience team and become the voice of innovation! We're seeking a passionate Senior Customer Experience Specialist to transform how we interact with our global clientele. In this pivotal role, you'll leverage cutting-edge CRM tools and AI-assisted analytics to resolve complex inquiries, build lasting relationships, and drive customer retention. Enjoy a collaborative remote-first culture with competitive benefits, professional development stipends, and opportunities to shape our CX strategy.
Responsibilities
- Resolve high-priority customer inquiries across multiple channels (email, chat, phone) with <90% first-contact resolution rate
- Develop and maintain deep product expertise to provide technical troubleshooting and strategic guidance
- Analyze customer feedback trends and propose actionable improvements to product/service offerings
- Mentor junior specialists through knowledge-sharing sessions and quality assurance reviews
- Collaborate with Product and Engineering teams to escalate critical issues and implement solutions
- Meet/exceed monthly KPIs including CSAT scores, response times, and retention metrics
Qualifications
- 5+ years of customer experience experience in SaaS or tech environments
- Proven expertise in Zendesk, Salesforce, or similar CRM platforms
- Exceptional written and verbal communication skills with multilingual proficiency (Spanish/Portuguese preferred)
- Certification in Customer Experience Management (CCXP) or equivalent preferred
- Data-driven problem-solving ability with experience using analytics tools (Tableau, Looker)
- Ability to thrive in fast-paced, ambiguous situations while maintaining empathy
- Experience leading cross-functional CX improvement initiatives