Job Description
Join Nexus Dynamics' award-winning customer experience team and become the voice of innovation for our global clientele. We're seeking a passionate Senior Customer Experience Specialist to transform service interactions into memorable brand experiences. As a cornerstone of our customer-centric philosophy, you'll leverage cutting-edge CRM tools and AI-powered analytics to resolve complex issues while building lasting relationships. Enjoy a collaborative remote-first environment with quarterly team retreats, comprehensive wellness benefits, and clear pathways to leadership roles.
What We Offer: Competitive salary + performance bonuses, 100% health/dental/vision coverage, 20 PTO days, $2,000 annual learning stipend, and flexible hybrid work arrangements.
Responsibilities
- Deliver exceptional multi-channel support (phone, email, chat) with 95%+ CSAT scores
- Own complex customer escalations and implement proactive solutions
- Collaborate with product teams using feedback analytics to drive improvements
- Mentor junior specialists through our peer-coaching program
- Develop detailed knowledge base articles reducing resolution time by 20%
- Participate in quarterly service innovation sprints
- Maintain SLA compliance while maintaining personalized service
Qualifications
- 5+ years B2B customer experience experience in SaaS/tech
- Expertise in Zendesk, Salesforce Service Cloud, and Freshdesk
- Proven ability to de-escalate high-stakes situations diplomatically
- Advanced data literacy (Excel, Looker, or similar BI tools)
- Fluency in English and Spanish (additional languages valued)
- Industry certification (e.g., CCXP, CSM) preferred
- Portfolio demonstrating process improvement initiatives