Job Description
Join our award-winning remote customer experience team at NexusTech Solutions, where elite talent meets cutting-edge technology. We're seeking a passionate Senior Customer Experience Specialist to deliver world-class support to our premium clientele in the Seattle metropolitan area. This fully remote role offers competitive compensation, comprehensive benefits, and unlimited growth potential in a dynamic tech environment.
Why You'll Love Working With Us:
- Industry-leading compensation package with performance bonuses
- 100% remote work with flexible scheduling
- Annual professional development stipend
- Cutting-edge tech and tools
- Health, dental, and vision insurance
- 401(k) with company match
Responsibilities
- Deliver exceptional customer support via phone, email, and chat for high-value enterprise clients
- Resolve complex technical and billing inquiries with empathy and precision
- Collaborate with engineering teams to escalate critical product issues
- Maintain detailed documentation of customer interactions and resolutions
- Analyze customer feedback to identify process improvement opportunities
- Train junior support staff on best practices and product knowledge
- Meet and exceed monthly performance metrics (CSAT, FCR, resolution time)
Qualifications
- 5+ years of enterprise-level customer support experience
- Proven track record in high-stakes technical troubleshooting
- Expertise in CRM platforms (Salesforce preferred) and support ticketing systems
- Exceptional written and verbal communication skills
- Ability to work independently in a remote environment
- Experience with SaaS products or cloud infrastructure
- Relevant certifications (e.g., HDI, CCXP) preferred
- Must reside in Washington state