Job Description
Join Nexus Connect's award-winning customer experience team and become the voice of innovation for our global tech clients. We're seeking a passionate Senior Customer Experience Specialist to transform customer interactions into loyalty-building moments. You'll leverage cutting-edge CRM tools and AI-driven insights to resolve complex inquiries while driving proactive service improvements. Our Austin-based team thrives in a collaborative, tech-forward environment where your problem-solving skills directly impact our 98% customer satisfaction rate. Enjoy competitive benefits including remote flexibility, quarterly innovation bonuses, and annual learning stipends.
Responsibilities
- Own end-to-end resolution of Tier-2 customer inquiries across multiple channels (chat, email, phone)
- Develop and implement service recovery protocols for complex escalations
- Analyze customer feedback trends to identify systemic improvement opportunities
- Mentor junior specialists through peer coaching and knowledge sharing
- Collaborate with product teams to translate customer insights into actionable enhancements
- Maintain 95%+ CSAT score with <48hr response time SLA
- Contribute to quarterly service optimization initiatives
Qualifications
- 3+ years in high-volume customer service with technical product exposure
- Proven expertise in Zendesk/Salesforce CRM platforms
- Exceptional conflict resolution and de-escalation skills
- Data-driven decision making with experience in service analytics tools
- Bilingual proficiency (English/Spanish) strongly preferred
- Certification in Customer Experience Management (CCXP) a plus
- Ability to thrive in fast-paced, ambiguity-driven environments
- Strong cross-functional collaboration experience