Job Description
Join our award-winning customer experience team at Nexus Solutions Inc., where we transform customer interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll be the voice of our brand, delivering exceptional service that drives loyalty and growth. Our Austin-based team thrives on innovation and empathy, offering a collaborative environment with opportunities for professional development and recognition. We provide comprehensive benefits, including health insurance, 401(k) matching, and flexible work arrangements.
Responsibilities
- Manage complex customer inquiries via phone, email, and chat with 95%+ satisfaction targets
- Resolve escalated issues using CRM tools and cross-functional collaboration
- Analyze customer feedback to identify improvement opportunities
- Mentor junior specialists and contribute to training programs
- Develop and implement service enhancement initiatives
- Monitor performance metrics and maintain detailed documentation
Qualifications
- 3+ years of B2B customer service experience in tech or SaaS
- Expertise in CRM platforms (Salesforce, Zendesk)
- Exceptional problem-solving and conflict resolution skills
- Strong written and verbal communication abilities
- Proficiency in data analysis and reporting tools
- Customer certification (e.g., CCXP) preferred
- Ability to work flexible hours including weekends