Job Description
Join our award-winning customer experience team at Apex Solutions Group, where we transform every interaction into a memorable journey. As a Senior Customer Experience Specialist, you'll be the voice of our brand, delivering exceptional support to our growing client base across North America. We're seeking a passionate problem-solver with a knack for turning challenges into opportunities.
At Apex, we believe in empowering our team with cutting-edge technology and continuous development opportunities. This hybrid role offers flexibility with 3 days in our vibrant Austin office and 2 remote days, allowing you to thrive in the environment that suits you best.
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with 95%+ first-contact resolution rate
- Develop personalized solutions for high-value clients using Salesforce and Zendesk platforms
- Collaborate with product teams to identify systemic issues and drive process improvements
- Mentor junior specialists through our peer-coaching program
- Analyze customer feedback trends to inform strategic business decisions
- Champion our customer-centric culture across all touchpoints
Qualifications
- 5+ years in B2B customer service with SaaS industry experience
- Proven expertise in CRM systems (Salesforce, Zendesk) and data analytics tools
- Certified Customer Experience Professional (CCXP) preferred
- Exceptional conflict resolution skills with documented success stories
- Ability to work independently while maintaining team collaboration
- Spanish fluency required for bilingual client support
- Experience developing customer success playbooks and knowledge bases