Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform customer interactions into lasting relationships. As a Senior Customer Experience Specialist, you'll be the voice of our brand, delivering exceptional support to our diverse client base across North America. We pride ourselves on innovation, empathy, and proactive problem-solving in a fast-paced tech environment. This hybrid role combines remote flexibility with collaborative in-office sessions at our vibrant Austin headquarters.
Our ideal candidate thrives in dynamic settings, possesses deep product knowledge, and excels at turning challenges into opportunities. You'll work with cutting-edge CRM tools and collaborate with product teams to drive service improvements. We offer competitive benefits, professional development stipends, and a culture that celebrates achievement and growth.
Responsibilities
- Manage complex customer inquiries via phone, email, and chat with first-contact resolution rates exceeding 90%
- Proactively identify and escalate product/service gaps to product teams with actionable insights
- Mentor junior specialists through knowledge sharing and shadowing sessions
- Develop personalized solutions for high-value clients using CRM analytics
- Collaborate with marketing teams to create customer success stories
- Track KPIs including CSAT, NPS, and resolution times using Salesforce
- Contribute to service documentation and process optimization initiatives
Qualifications
- 3+ years of B2B customer experience experience in SaaS or tech industry
- Expert proficiency in Salesforce, Zendesk, and Jira platforms
- Proven ability to de-escalate complex situations with executive clients
- Strong analytical skills with experience translating feedback into product improvements
- Excellent written and verbal communication with cross-cultural sensitivity
- Customer certification (e.g., CCXP, CSM) preferred
- Ability to work flexible hours including occasional weekend shifts
- Proficiency in Spanish or French is highly desirable