Job Description
Join our award-winning customer experience team at Nexa Solutions, where innovation meets exceptional service! We're seeking a passionate Senior Customer Experience Specialist to elevate our client interactions in the fast-growing tech sector. As a key member of our CX department, you'll drive customer loyalty through personalized support while contributing to process improvements that impact thousands of users. Enjoy a modern, collaborative workspace in Austin's vibrant tech hub with competitive benefits and growth opportunities.
At Nexa Solutions, we believe extraordinary service is the cornerstone of sustainable growth. Our customer-centric culture empowers you to make meaningful connections while developing expertise in cutting-edge support technologies. If you thrive in dynamic environments and are committed to turning customer interactions into brand ambassadors, this role is your next career-defining step.
Responsibilities
- Deliver premium multi-channel support (phone, email, chat) with 95%+ customer satisfaction ratings
- Resolve complex technical inquiries and escalations for enterprise clients
- Develop and implement customer journey improvements using CRM data analysis
- Mentor junior team members on best practices and product knowledge
- Collaborate with product teams to identify and document recurring issues
- Contribute to knowledge base documentation and training materials
- Meet/exceed KPIs for resolution time and first-contact resolution
Qualifications
- 4+ years of B2B customer service experience in SaaS or technology sector
- Expert proficiency with Zendesk and Salesforce CRM platforms
- Advanced problem-solving skills with technical troubleshooting aptitude
- Proven track record of reducing customer churn through proactive engagement
- Exceptional communication skills with ability to simplify complex concepts
- Certification in Customer Experience Management (CXCP or CCXP) preferred
- Experience with quality assurance and performance metrics analysis