Job Description
Join our award-winning customer experience team at NexGen Solutions Inc. where innovation meets exceptional service! We're seeking a passionate Senior Customer Experience Specialist to become the voice of our brand. In this pivotal role, you'll transform customer interactions into lasting loyalty while driving our mission to deliver seamless support experiences. Our Austin-based headquarters offers a vibrant, collaborative environment with cutting-edge tools and growth opportunities. If you thrive in fast-paced settings and are dedicated to turning challenges into triumphs, apply today to shape the future of customer excellence!
Responsibilities
- Resolve complex customer inquiries via phone, email, and chat with first-contact resolution rates exceeding 90%
- Develop deep product expertise to serve as a trusted advisor for enterprise clients
- Collaborate with cross-functional teams to implement customer feedback-driven improvements
- Maintain accurate documentation in Salesforce and CRM systems while meeting KPI targets
- Proactively identify upsell opportunities and contribute to revenue growth initiatives
- Mentor junior team members through knowledge-sharing sessions and shadowing programs
Qualifications
- 3+ years of B2B customer service experience in SaaS or tech industry
- Proficiency with CRM platforms (Salesforce) and helpdesk software (Zendesk)
- Exceptional problem-solving skills with ability to de-escalate sensitive situations
- Strong written and verbal communication with multi-channel fluency
- Metrics-driven mindset with proven track record of exceeding CSAT/NPS targets
- Spanish fluency required for bilingual client support
- Associate degree or equivalent professional certification