Job Description
Join Nexus Solutions Group as a Senior Customer Experience Specialist and transform how businesses connect with their clients. We're seeking a passionate advocate to elevate our support framework in Austin's thriving tech corridor. This hybrid role blends remote flexibility with collaborative office days, offering competitive benefits including health insurance, 401K matching, and professional development stipends. You'll work alongside industry innovators to design next-gen customer journeys while enjoying Austin's renowned culture of creativity and growth.
Responsibilities
- Own end-to-end resolution of complex client inquiries across digital and voice channels
- Develop and implement proactive customer retention strategies using CRM analytics
- Mentor junior support agents through peer training programs
- Collaborate with product teams to identify service improvement opportunities
- Lead cross-functional projects to enhance omnichannel support workflows
- Document and optimize SOPs using knowledge management systems
- Analyze customer feedback to drive service innovation
Qualifications
- 3+ years in B2B customer service with SaaS industry experience
- Expertise in Zendesk and Salesforce CRM platforms
- Proven ability to de-escalate high-stakes client situations
- Strong data literacy with experience in support metrics analysis
- Excellent written communication with multilingual capabilities preferred
- Experience leading process improvement initiatives
- Relevant certification (e.g., CCXP, CSPO) a plus