Job Description
Join NexaCare Solutions as a Senior Customer Experience Specialist and transform how clients interact with our innovative healthcare technology platform. We're seeking a passionate advocate to drive customer satisfaction while collaborating with cross-functional teams to enhance our service ecosystem. This hybrid role combines remote flexibility with monthly in-person collaboration at our state-of-the-art Austin headquarters.
As a key member of our Customer Success team, you'll resolve complex inquiries, implement feedback-driven improvements, and contribute to our industry-leading Net Promoter Score. We offer competitive benefits including health insurance, professional development stipends, and quarterly team-building retreats.
Responsibilities
- Resolve complex customer inquiries via phone, email, and live chat with 95%+ satisfaction rate
- Identify and document product improvement opportunities through CRM analytics
- Train and mentor junior specialists on service protocols and escalation procedures
- Collaborate with Product Development to implement customer-requested features
- Generate monthly performance reports highlighting key metrics and trends
- Develop knowledge base articles reducing average resolution time by 20%
- Represent customer voice in quarterly product planning meetings
Qualifications
- 3+ years of customer service experience in SaaS or healthcare technology
- Advanced proficiency in Zendesk and Salesforce CRM platforms
- Proven ability to de-escalate high-stakes situations with empathy
- Experience creating customer journey maps and service blueprints
- Fluency in Spanish (written and spoken) required
- Google Analytics or similar data analysis certification preferred
- Ability to work flexible hours including weekends for coverage
- Portfolio demonstrating service improvement initiatives