Job Description
Join Veridian Dynamics' award-winning customer experience team and become a champion of client satisfaction! We're seeking a dedicated Senior Customer Experience Specialist to elevate our service standards in the tech solutions industry. In this pivotal role, you'll resolve complex inquiries, implement feedback-driven improvements, and serve as the voice between our clients and product development teams. Enjoy a collaborative environment with growth opportunities, competitive benefits, and the chance to shape how 50,000+ users interact with our innovative platform.
What You'll Love: Hybrid work model, quarterly performance bonuses, and professional development stipends.
Responsibilities
- Resolve high-priority customer escalations with empathy and efficiency while maintaining 95% CSAT scores
- Analyze customer feedback trends to identify service gaps and propose actionable improvements
- Collaborate with product teams to translate customer insights into feature enhancements
- Mentor junior specialists through knowledge-sharing sessions and shadowing opportunities
- Develop standardized response protocols for recurring technical and billing inquiries
- Conduct quarterly service audits and present optimization strategies to leadership
Qualifications
- 3+ years in B2B customer service with SaaS industry experience
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Certification in conflict resolution or customer experience management preferred
- Proven ability to analyze qualitative customer data and derive insights
- Exceptional written and verbal communication skills
- Experience cross-functional collaboration with technical teams
- Fluency in Spanish or Mandarin a significant advantage