Job Description
Join our award-winning team as a Remote Customer Experience Specialist in Austin, TX! We're seeking passionate individuals to deliver exceptional service to our global clients while enjoying the flexibility of remote work. As a key member of our CX team, you'll resolve complex issues, build lasting customer relationships, and contribute to our industry-leading satisfaction metrics. What we offer: Competitive compensation, comprehensive benefits package, career advancement opportunities, and a vibrant remote work culture with quarterly team meetups in Austin!
Responsibilities
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95% resolution rate
- Resolve billing, technical, and account-related issues using CRM tools and knowledge bases
- Collaborate with cross-functional teams to escalate unresolved cases and improve processes
- Document interactions accurately in Salesforce and contribute to knowledge base articles
- Maintain performance metrics including CSAT scores, AHT, and first-contact resolution
- Participate in ongoing training to master product updates and service protocols
Qualifications
- 3+ years of customer service experience in B2B/B2C environments
- Proficiency with CRM systems (Salesforce, Zendesk) and remote collaboration tools
- Exceptional written and verbal communication skills with strong empathy
- Ability to troubleshoot technical issues and navigate multiple systems simultaneously
- High-speed internet connection and dedicated home office setup
- Austin, TX residency required for occasional in-person events
- Experience working in SaaS or technology industry preferred