Job Description
Join our award-winning customer experience team at Nexus Solutions Group, where we transform customer interactions into lasting relationships. We're seeking a passionate Senior Customer Experience Specialist to elevate our service standards in Austin's dynamic tech corridor. In this pivotal role, you'll be the voice of our brand, delivering exceptional support while driving process improvements that impact thousands of customers daily. Our collaborative culture emphasizes continuous learning and career growth, with opportunities to specialize in emerging customer engagement technologies.
Responsibilities
- Resolve complex customer inquiries across multiple channels (phone, email, chat) with 95%+ first-contact resolution rate
- Proactively identify and escalate systemic issues to product teams, contributing to 3+ process improvements quarterly
- Maintain detailed customer interaction records in Salesforce with 100% accuracy
- Mentor junior team members through peer coaching sessions and knowledge sharing
- Analyze customer feedback trends to inform service enhancement strategies
- Collaborate with cross-functional teams to implement new service protocols
- Exceed monthly performance targets for CSAT (90%+) and NPS (70+)
Qualifications
- 3+ years of B2B customer experience experience in SaaS or technology sector
- Advanced proficiency in CRM platforms (Salesforce preferred) and ticketing systems
- Proven ability to de-escalate sensitive situations while maintaining brand voice
- Data-driven approach to problem-solving with experience in analytics tools (Tableau/Power BI)
- Excellent written and verbal communication skills with multilingual capabilities a plus
- Certification in Customer Experience Management (CXCP) or equivalent preferred
- Experience with omnichannel support systems and automation tools
- Ability to work flexible hours including weekends during peak seasons