Location: Remote
Employment Type: Full-time

About Us

At NEX, we empower businesses to reach their full potential by providing an all-in-one enterprise
management solution that streamlines operations, simplifies processes, and drives growth. We are
customer-focused, team-oriented, growth-driven, and committed to problem-solving through
innovation.

About the Role

We're seeking a Customer Success & Support Specialist to guide customers after their initial
implementation of NEX. You’ll be the go-to contact for customer support, testing, and success
initiatives—playing a key role in ensuring clients are continuously supported, their voices are
heard, and their experience with NEX continues to evolve positively.
This is a dynamic, cross-functional role where you’ll act as the bridge between our customers and
internal teams, ensuring support needs are handled effectively, product changes are well-tested
and documented, and customers feel confident using our platform.

Key Responsibilities

1. Customer Support

• Act as first-level support by fielding incoming customer requests (tickets, emails, calls),
  resolving issues, or escalating as needed.
• Identify Change Order Requests (CORs) and assist in capturing the necessary business
  and technical details for Development.
• Ensure timely communication between customers and the internal team regarding issue
  status and next steps.

2. Customer Success

• Serve as a trusted guide and partner for customers post-implementation, helping them
  navigate the system and get the most out of NEX.
• Proactively support customers with training, best practices, and process guidance.
• Provide empathetic, practical, and solution-oriented assistance as customers grow with
  the platform.

3. Testing & Documentation

• Perform regression testing with new releases to confirm stability across key features.
• Test new features and identify usability issues or bugs before public release.
• Update help documentation and knowledge base materials to reflect software changes,
  ensuring customers always have up-to-date information.

Ideal Candidate Profile
We are looking for someone who is:

• Fluent in English – Good reading, writing, and speaking skills.
• Customer-focused – Genuinely enjoys helping people and delivering value to customers.
• Organized and responsive – Manages requests and tasks efficiently, with attention to detail.
• Technology-oriented – Quick to learn how systems work and comfortable using complex
  platforms.
• Strong communicator – Can translate customer needs to technical teams and explain
  technical info in layman's terms.
• Collaborative and proactive – Takes initiative, works well with others, and follows through on
  commitments.
• Curious and eager to grow – Willing to learn new concepts, suggest improvements, and adapt
  with the company.

Why Join Us?

• Customer-First Culture – We thrive by making our customers successful.
• Tight-Knit Team – Work with supportive, talented peers who want to grow together.
• Continuous Learning – Be empowered to stretch your skills and explore new challenges.
• Make an Impact – Your work will directly affect customer satisfaction and product quality.

Our Core Values

• Customer-Oriented – We put our customers first in everything we do.
• Team-Oriented – We win together through collaboration and mutual support.
• Growth-Oriented – We embrace curiosity, adaptability, and personal growth.
• Innovation & Problem-Solving – We think boldly and solve real problems with purpose.
• Company Commitment – We take ownership and act with an entrepreneurial mindset.

If you're ready to make an impact and help businesses unlock their full potential, we’d love to hear
from you!