Job Description
Join our award-winning CX team at Nexus Solutions Inc., where customer obsession drives innovation. We're seeking a Senior Customer Experience Specialist to transform service interactions into loyalty-building moments. Enjoy competitive compensation, comprehensive benefits including 100% health coverage, and a hybrid work model with our state-of-the-art Austin campus. You'll leverage cutting-edge CRM tools while mentoring junior specialists – making a tangible impact on our 1.2M+ customer base.
Responsibilities
- Lead complex customer resolution across digital and voice channels with <95% first-contact resolution
- Analyze customer feedback to identify service gaps and drive process improvements
- Mentor 3-5 junior specialists through performance reviews and skill development
- Collaborate with Product teams to translate customer insights into actionable enhancements
- Develop personalized recovery solutions for high-value client accounts
- Implement and optimize AI-assisted support workflows
Qualifications
- 5+ years in B2B customer service with SaaS industry experience
- Proven track record in reducing churn by 15%+ through proactive engagement
- Advanced proficiency in Salesforce and Zendesk ecosystems
- Certification in Customer Experience Management (CCXP) preferred
- Exceptional conflict resolution skills with executive-level stakeholder experience
- Data-driven approach with experience in customer journey mapping