Job Description
Join VeriTech Solutions as a Senior Customer Experience Specialist and become the heart of our innovation ecosystem! We're seeking a passionate advocate to transform customer interactions into unforgettable experiences while driving our mission of technological excellence. In this pivotal role, you'll leverage cutting-edge CRM tools and AI-driven insights to resolve complex issues with precision and empathy.
Our Austin-based headquarters offers a dynamic environment where your expertise directly impacts client retention and product evolution. Enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth in a company that values your voice as much as your skills.
Responsibilities
- Own end-to-end customer journey resolution across multiple channels (phone, email, chat, social)
- Develop and implement proactive retention strategies for high-value accounts
- Analyze customer feedback to identify product improvement opportunities
- Mentor junior team members on advanced conflict resolution techniques
- Collaborate with product teams to translate customer insights into actionable features
- Maintain 95%+ customer satisfaction score and SLA compliance
- Lead quarterly customer experience reviews with executive stakeholders
Qualifications
- 5+ years in B2B customer service with SaaS or tech industry experience
- Expertise in Salesforce, Zendesk, and advanced analytics tools
- Proven track record of reducing churn by 20%+ through strategic interventions
- Certification in Customer Experience Management (CCXP) preferred
- Exceptional emotional intelligence and de-escalation abilities
- Fluency in English and Spanish; additional languages a plus
- Experience training AI models for customer service automation