Job Description
Join NexusConnect Global's award-winning customer experience team where your passion for helping others drives innovation! We're seeking a Senior Customer Experience Specialist to elevate our client interactions through personalized support and proactive solutions. As a key member of our CX Hub in Austin, you'll shape how millions of users interact with our fintech platform while enjoying competitive benefits, flexible scheduling, and a culture of continuous growth.
Why NexusConnect? We pride ourselves on a 98% customer satisfaction rate and invest heavily in your development through monthly training stipends and mentorship programs. Our Austin office features collaborative workspaces, wellness rooms, and quarterly team-building events in the vibrant Rainey Street district.
Responsibilities
- Own end-to-end resolution for high-priority customer escalations across multiple channels (phone, chat, email)
- Develop and implement personalized retention strategies for at-risk clients using CRM analytics
- Mentor junior specialists through knowledge-sharing sessions and shadowing opportunities
- Collaborate with product teams to identify systemic issues and propose UX improvements
- Maintain 95%+ CSAT scores while meeting 25+ daily resolution targets
- Document complex cases in Salesforce with actionable insights for process refinement
- Participate in quarterly CX innovation sprints to enhance support workflows
Qualifications
- 3+ years in B2B customer service with SaaS/financial technology experience
- Advanced proficiency in Salesforce, Zendesk, and analytics dashboards
- Certification in conflict resolution or customer experience management (preferred)
- Exceptional written and verbal communication with multilingual capabilities (Spanish/Portuguese a plus)
- Proven ability to thrive in fast-paced environments with competing priorities
- Data-driven approach to problem-solving with experience creating customer journey maps
- Ability to work flexible shifts including weekends during peak periods