Job Description
Join Apex Solutions Group's award-winning customer experience team and become the voice of innovation! We're seeking a dynamic Senior Customer Experience Specialist to elevate our service standards in the fast-growing tech sector. As a cornerstone of our client satisfaction strategy, you'll transform support interactions into memorable brand experiences while driving operational excellence. Our Austin headquarters offers a collaborative, growth-oriented environment with cutting-edge tools and comprehensive benefits. If you're passionate about turning challenges into opportunities and thrive in a dynamic setting, this is your chance to make a tangible impact.
Responsibilities
- Manage complex customer inquiries across multiple channels (phone, email, chat) with 95%+ first-contact resolution rate
- Develop and implement proactive retention strategies for high-value accounts
- Collaborate with product teams to identify service gaps and drive product improvements
- Mentor junior specialists through quality assurance reviews and targeted coaching
- Analyze customer feedback trends to generate actionable insights for leadership
- Lead cross-functional projects to optimize service workflows and reduce resolution times
Qualifications
- 5+ years in high-volume customer service with tech industry experience
- Advanced proficiency in Salesforce and Zendesk platforms
- Proven track record of achieving/exceeding CSAT and NPS targets
- Exceptional conflict resolution skills with emotional intelligence certification
- Data analysis experience with customer journey mapping
- Spanish bilingual proficiency strongly preferred
- Experience training/supporting remote teams