Job Description
Join Nexus Global Solutions' award-winning customer experience team as a Senior Customer Experience Specialist. We're seeking exceptional professionals to deliver world-class support to our high-value clientele while enjoying premium remote work flexibility. This role offers uncapped earning potential through performance bonuses, comprehensive health benefits, and career advancement opportunities in a rapidly scaling fintech leader.
As a cornerstone of our client relations, you'll represent our brand with professionalism and empathy while working from anywhere in New York state. Our competitive compensation package includes equity options, paid upskilling certifications, and flexible scheduling to support work-life balance.
Responsibilities
- Resolve complex customer inquiries across multiple channels (phone, email, chat) with 95%+ satisfaction rates
- Proactively identify upsell opportunities for premium financial services
- Maintain detailed case documentation in Salesforce CRM with 100% accuracy
- Collaborate with product teams to drive service improvements and feature requests
- Mentor junior specialists through knowledge sharing sessions
- Meet/exceed monthly KPIs for resolution time and customer retention
- Participate in quarterly service innovation workshops
Qualifications
- 5+ years in B2B customer support with SaaS/financial services experience
- Expertise in Salesforce and Zendesk platforms
- Proven track record of exceeding revenue targets through consultative selling
- Exceptional conflict resolution skills with high-complaint scenarios
- Fluency in English with additional language skills preferred
- Home office setup with reliable high-speed internet
- Ability to work flexible hours including weekends during peak seasons