Job Description
Are you a problem solver with a passion for creating exceptional customer experiences? Nexus Support Solutions is seeking a dedicated Senior Customer Support Specialist to join our growing team in Austin, Texas. In this pivotal role, you will be the voice of our brand, ensuring our clients receive the highest level of service, empathy, and technical expertise.
We are looking for someone who doesn't just answer tickets but builds relationships, anticipates needs, and drives customer satisfaction to new heights. If you are ready to take your career to the next level in a dynamic, modern environment, we want to hear from you.
Why Join Us?
- Competitive Compensation: Salary range of $55k - $75k plus performance bonuses.
- Flexible Schedule: Support a hybrid model with remote work options available.
- Professional Growth: Clear pathways for advancement into Team Lead or Management roles.
- Benefits Package: Comprehensive health, dental, and vision insurance.
Apply today to become a key part of our mission to redefine customer excellence.
Responsibilities
- Manage high-volume customer inquiries via phone, email, and live chat with a focus on first-contact resolution.
- Diagnose and resolve complex technical issues and product-related questions efficiently.
- Build lasting relationships with clients to ensure retention, loyalty, and a high Net Promoter Score (NPS).
- Document all customer interactions, resolutions, and feedback accurately in our CRM system.
- Collaborate closely with the product and engineering teams to report bugs and suggest product improvements.
- Train and mentor junior support agents on best practices and product knowledge.
Qualifications
- 3+ years of professional experience in customer support, account management, or account retention.
- Excellent written and verbal communication skills with a polished, professional tone.
- Proficiency with CRM software (e.g., Salesforce, Zendesk, Intercom, HubSpot).
- Strong analytical skills with the ability to troubleshoot technical problems independently.
- Ability to de-escalate tense situations and maintain composure under pressure.
- Experience working in a fast-paced SaaS or tech environment is preferred.