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 for high-value clients across diverse industries. We offer competitive benefits, remote flexibility options, and a culture that empowers growth. Help us redefine customer excellence in the heart of Austin's dynamic tech scene.
Responsibilities
- Deliver exceptional service to enterprise clients via phone, email, and chat channels
- Resolve complex technical and billing inquiries with 95% first-contact resolution
- Collaborate with product teams to identify service improvement opportunities
- Mentor junior specialists through peer-to-peer coaching sessions
- Analyze customer feedback data to drive strategic enhancements
- Implement CRM workflows to streamline service delivery
Qualifications
- 3+ years in high-volume customer service or tech support
- Proven expertise in Salesforce and Zendesk platforms
- Exceptional conflict resolution and de-escalation skills
- Ability to thrive in fast-paced, data-driven environments
- Spanish fluency strongly preferred
- Experience with SaaS or fintech products