Job Description
Join Nexus Solutions Inc., a leader in digital transformation, as we revolutionize how businesses connect with their customers. We're seeking a passionate Senior Customer Experience Specialist to elevate our service excellence in Austin's thriving tech corridor. You'll be the voice of our brand, crafting memorable interactions that turn customers into advocates while collaborating with cross-functional teams to drive innovation.
Responsibilities
- Deliver empathetic, solution-oriented support via phone, email, and chat channels
- Analyze customer feedback to identify systemic improvements
- Mentor junior team members on advanced conflict resolution techniques
- Collaborate with Product teams to escalate critical issues
- Develop and maintain comprehensive knowledge base articles
- Exceed monthly KPIs for resolution time and satisfaction scores
- Participate in quarterly service audits and process optimization
Qualifications
- 5+ years in customer service with B2B SaaS exposure
- Advanced certification in conflict resolution (e.g., DISC)
- Proven track record of reducing customer churn by 20%+
- Expertise in Zendesk and Salesforce Service Cloud
- Fluency in Spanish (written/spoken)
- Data literacy with experience in reporting dashboards
- Ability to thrive in fast-paced, ambiguous environments
- Portfolio demonstrating service recovery case studies