Job Description
We are seeking a passionate and detail-oriented Senior Customer Experience Specialist to join our growing team in New York. At Apex Solutions, we believe that exceptional service is the heartbeat of our brand. In this role, you will not only resolve inquiries but also advocate for our customers, ensuring their voices shape our product and service evolution.
If you thrive in a fast-paced environment, possess a natural ability to de-escalate situations, and are eager to make a tangible impact, we want to meet you.
Responsibilities
- Manage high-volume customer interactions via email, chat, and phone with a focus on first-contact resolution.
- Diagnose and resolve complex technical and billing issues while maintaining a calm and empathetic demeanor.
- Act as a subject matter expert, providing accurate information regarding our products and services.
- Collaborate cross-functionally with the product and support teams to identify trends and improve our knowledge base.
- Maintain accurate and up-to-date customer records within the CRM system.
- Conduct quality assurance checks on support tickets to ensure compliance with company standards.
- Mentor junior support staff and contribute to team training sessions.
Qualifications
- 3+ years of experience in customer service or client success, preferably in a SaaS or tech environment.
- Exceptional verbal and written communication skills with a knack for storytelling.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Strong problem-solving skills with the ability to think critically under pressure.
- Ability to adapt to new tools and processes quickly.
- High school diploma or equivalent; Bachelor's degree preferred.