Job Description
Join our award-winning customer experience team as a Senior Customer Experience Specialist and become the voice of innovation for Fortune 500 clients. This fully remote position offers industry-leading compensation while making a tangible impact on customer satisfaction and retention. Enjoy flexible hours, comprehensive benefits, and career growth opportunities in one of America's most dynamic tech hubs.
Why GlobalTech? We pride ourselves on our employee-first culture, cutting-edge technology stack, and commitment to professional development. As a remote team member, you'll receive premium equipment, unlimited PTO, and quarterly team-building retreats in Durham's vibrant Research Triangle Park district.
Responsibilities
- Deliver exceptional customer support via phone, email, and chat channels with 95%+ satisfaction ratings
- Resolve complex technical and billing issues for enterprise clients using proprietary CRM tools
- Collaborate with product teams to identify and document recurring customer pain points
- Mentor junior specialists through peer-to-peer training and knowledge base contributions
- Analyze customer feedback trends to drive process improvements and retention strategies
- Meet or exceed monthly KPIs including resolution time, first-contact resolution, and upsell targets
Qualifications
- 3+ years of high-volume customer service experience with B2B or SaaS clients
- Proven track record of handling complex technical issues with empathy and efficiency
- Advanced proficiency in CRM platforms (Salesforce, Zendesk, or similar)
- Exceptional written and verbal communication skills with neutral accent
- Strong analytical abilities with data-driven problem-solving approach
- Self-starter mentality with demonstrated ability to work independently in remote settings
- Associate's degree or equivalent professional certification required