Job Description
Join our award-winning CX team at NexusConnect Solutions, where we redefine customer relationships through innovation and empathy. As a Senior Customer Experience Specialist, you'll be the heart of our operations, transforming complex inquiries into memorable moments of connection. We offer competitive compensation, comprehensive benefits, and a vibrant hybrid work environment in Austin's thriving tech corridor.
Responsibilities
- Deliver exceptional customer support across multiple channels (phone, email, chat) with 95%+ satisfaction ratings
- Resolve complex technical and billing issues with empathy and efficiency
- Identify process improvement opportunities and implement data-driven solutions
- Mentor junior specialists and contribute to knowledge base documentation
- Collaborate with product teams to provide customer insights for feature enhancements
- Maintain detailed case documentation in Salesforce CRM
- Support escalations and VIP client relationships
Qualifications
- 3+ years of B2B customer experience or technical support experience
- Proficiency with CRM platforms (Salesforce preferred) and helpdesk software
- Exceptional problem-solving skills with analytical mindset
- Fluency in English; Spanish proficiency highly valued
- Experience in SaaS or technology industry preferred
- Ability to work flexible hours including weekends during peak seasons
- Strong conflict resolution and de-escalation techniques
- Certification in Customer Experience (CCXP) or related field a plus