Job Description
Join Nexus Solutions' award-winning customer experience team as we redefine service excellence in the tech industry. As a Senior Customer Experience Specialist, you'll be the voice of our brand, transforming customer interactions into memorable experiences that drive loyalty and growth. Our Austin-based team thrives on innovation, collaboration, and making a real impact.
We offer competitive compensation, comprehensive benefits (including health insurance and 401K matching), flexible work arrangements, and clear career progression paths. If you're passionate about problem-solving and creating positive customer outcomes, we want to meet you.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat channels
- Resolve complex technical and billing issues with empathy and efficiency
- Collaborate with cross-functional teams to improve service processes
- Analyze customer feedback to identify trends and enhancement opportunities
- Maintain detailed case documentation in CRM systems
- Mentor junior specialists and share best practices
Qualifications
- 3+ years of customer service experience in a B2B environment
- Proven track record of meeting/exceeding performance metrics
- Advanced proficiency with CRM software (Salesforce preferred)
- Exceptional written and verbal communication skills
- Ability to remain calm under pressure during escalated situations
- Bachelor's degree or equivalent professional experience