Job Description
Join Nexus Solutions, a leading SaaS innovator, as we revolutionize how businesses connect with customers. Our Austin-based team is seeking a passionate Senior Customer Experience Specialist to become the voice of our brand and drive customer loyalty. You'll work in our modern downtown office with flexible schedules, comprehensive benefits, and opportunities for rapid career growth. If you thrive in fast-paced environments and love turning challenges into triumphs, this is your moment to shine.
What We Offer:
- Comprehensive health, dental, and vision insurance
- 401(k) with 6% company match
- Annual professional development stipend
- Remote work flexibility (3 days/week)
- Quarterly team-building events
Responsibilities
- Own end-to-end resolution of complex customer inquiries across multiple channels (phone, email, chat)
- Develop and implement proactive retention strategies for at-risk accounts
- Collaborate with Product and Engineering teams to identify systemic issues
- Mentor junior team members on best practices and escalation protocols
- Analyze customer feedback to drive product improvements and process enhancements
- Maintain 95%+ customer satisfaction score with personalized solutions
- Lead quarterly customer feedback sessions and report actionable insights
Qualifications
- 3+ years in B2B customer service with SaaS experience preferred
- Expertise in CRM platforms (Salesforce, Zendesk) and helpdesk tools
- Proven ability to de-escalate high-stakes situations with empathy and professionalism
- Strong analytical skills with data-driven problem-solving approach
- Excellent written and verbal communication skills
- Experience developing training materials and SOP documentation
- Ability to work independently in remote-first environments
- Spanish language proficiency a plus