Job Description
Join the Frontline of Excellence
We are seeking a dynamic and empathetic Senior Customer Support Specialist to join our growing team in New York City. At Apex Solutions, we believe that exceptional service is the cornerstone of our success. In this role, you won't just be solving tickets; you will be building lasting relationships with our clients, ensuring their journey with us is seamless and enjoyable.
Your Impact
As a Senior Specialist, you will serve as the voice of the customer, bridging the gap between our technical solutions and client needs. You will lead by example, handling complex escalations while mentoring junior team members to elevate the standard of care across the department.
What We Offer
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Professional development and certification programs.
- A collaborative, inclusive, and innovative work culture.
Responsibilities
- Manage and resolve high-volume customer inquiries via email, phone, and live chat with a focus on first-contact resolution.
- Diagnose and troubleshoot complex technical issues, escalating to engineering when necessary while providing clear updates to the client.
- Maintain accurate and detailed records of all interactions in our CRM system (Salesforce).
- Act as a Subject Matter Expert (SME) for the support team, conducting training sessions and mentoring new hires.
- Collaborate with product and sales teams to provide feedback on common customer pain points and product improvements.
- Conduct quarterly satisfaction surveys and analyze data to drive continuous improvement.
Qualifications
- 3+ years of proven experience in customer support, preferably in a SaaS or tech environment.
- Strong written and verbal communication skills with a focus on empathy and clarity.
- Proficiency in CRM software such as Salesforce, Zendesk, or Intercom.
- Ability to handle high-pressure situations and de-escalate conflicts effectively.
- Problem-solving mindset with a keen attention to detail.
- Bachelor's degree in Business, Communications, or a related field is preferred.