Job Description
Join ZenithConnect Solutions, a leader in digital transformation services, as we revolutionize client interactions through innovative customer experience strategies. We're seeking a passionate Senior Customer Experience Specialist to elevate our service delivery in Austin's dynamic tech ecosystem. Enjoy competitive compensation, flexible hybrid work, and career growth in a culture that values empathy and innovation.
Why ZenithConnect? Our award-winning team combines cutting-edge technology with human-centric design to solve complex challenges. You'll collaborate with industry experts while making tangible impacts on customer satisfaction metrics.
Responsibilities
- Own end-to-end resolution for high-priority customer escalations across digital and voice channels
- Analyze customer feedback to identify systemic issues and implement process improvements
- Mentor junior specialists through coaching sessions and knowledge-sharing initiatives
- Develop and maintain customer journey maps for key client segments
- Collaborate with Product and Engineering teams to deliver actionable insights
- Represent customer voice in quarterly business reviews
- Champion service excellence through quality assurance initiatives
Qualifications
- 5+ years in customer service with 2+ years in team leadership or mentorship roles
- Expertise in CRM platforms (Salesforce, Zendesk) and omnichannel support systems
- Proven ability to de-escalate complex situations while maintaining NPS scores above 90
- Strong analytical skills with experience in customer data interpretation
- Excellent written and verbal communication with cross-cultural sensitivity
- Certification in Customer Experience Management (CCXP) or equivalent preferred
- Proficiency in Spanish or Mandarin a significant advantage