Job Description
Join NexusConnect Global's award-winning Customer Experience team where your passion for helping others drives innovation. We're seeking a dedicated Senior Customer Experience Specialist to transform client interactions into memorable journeys. Enjoy comprehensive benefits including health insurance, 401(k) matching, remote flexibility options, and professional development stipends. Our Austin headquarters features modern collaborative spaces, wellness programs, and a vibrant startup culture committed to making a tangible impact.
Responsibilities
- Lead complex customer issue resolution across multiple communication channels (phone, email, chat, social media)
- Develop and implement customer retention strategies with 95%+ satisfaction targets
- Collaborate with Product and Engineering teams to improve service workflows
- Mentor junior specialists through training programs and performance coaching
- Analyze customer feedback trends to identify service improvement opportunities
- Represent company values in all client interactions, especially during escalations
Qualifications
- Minimum 5 years in customer service leadership with proven retention metrics
- Expertise in CRM platforms (Salesforce, Zendesk) and analytics tools
- Exceptional conflict resolution skills with ability to de-escalate tense situations
- Experience developing training materials and conducting workshops
- Bachelor's degree in Business, Communications, or related field
- Certification in Customer Experience Management (CCXP) preferred
- Fluency in English and Spanish required