Job Description
Join Nexus Solutions Inc., a leader in innovative tech solutions, as we revolutionize customer experience across North America. Our Austin-based team seeks a passionate Senior Customer Experience Specialist to drive client satisfaction and process excellence. Enjoy competitive benefits, flexible remote options, and career growth in a dynamic environment where your voice shapes our service evolution.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ satisfaction rate
- Develop and implement proactive retention strategies for high-value accounts
- Analyze customer feedback to identify service gaps and recommend improvements
- Train junior team members on advanced conflict resolution techniques
- Collaborate with product teams to escalate systemic issues
- Maintain detailed CRM records with 99% accuracy
- Lead quarterly service optimization projects
Qualifications
- 5+ years in B2B customer service with SaaS exposure
- Proven ability to de-escalate high-stakes situations
- Advanced proficiency in Zendesk and Salesforce
- Certified Customer Experience Professional (CCXP) preferred
- Data-driven decision-making experience
- Fluency in English and Spanish
- Experience with cross-functional collaboration
- Bachelor's degree in Business or related field