Job Description
Join our elite team at Nexus Solutions Group! We're urgently hiring a Full-Time Customer Service Lead for an immediate start in Atlanta. This high-impact role offers rapid career growth, competitive compensation, and the chance to shape our client experience strategy. If you're a motivated professional seeking a challenging role with tomorrow's start date, apply now and become part of Atlanta's fastest-growing tech services firm.
Responsibilities
- Lead a team of 5-7 customer service representatives to exceed satisfaction targets
- Develop and implement innovative service protocols for enterprise clients
- Analyze customer feedback data to drive strategic improvements
- Collaborate with product teams to enhance service offerings
- Train new hires on advanced conflict resolution techniques
- Manage escalations with C-level stakeholders
- Generate monthly performance reports for executive review
Qualifications
- 5+ years in customer service leadership with B2B focus
- Proven track record of reducing resolution times by 30%+
- Advanced proficiency in Salesforce and Zendesk platforms
- Experience managing remote/hybrid teams
- Certification in Customer Experience Management preferred
- Exceptional analytical skills with data-driven approach
- Ability to thrive in fast-paced, high-pressure environments