Senior Customer Service Specialist Job Dallas area,Texas USA,Customer Service/HelpDesk

Description

At GSM Outdoors, our Wireless customers with 5+ cameras represent some of our most valuable and brand-loyal users. The Senior Customer Success Specialist will be responsible for delivering elevated customer service and technical support while actively protecting subscription revenue and customer lifetime value.

This role blends advanced troubleshooting expertise with strategic retention skills. You will manage high-value accounts, resolve complex technical concerns, and lead save conversations when customers request cancellations, credits, or plan reductions.

This is not Tier 1 support — this is ownership-level service.

Key Responsibilities:

VIP Account Management

Serve as primary escalation contact for multi-device customers
Provide white-glove service to high-value accounts
Review account history and proactively identify friction points
Monitor device performance trends and subscription utilization
Troubleshoot cellular trail cameras, app functionality, firmware, and connectivity issues
Diagnosing signal strength, data transmission, SD card performance, battery consumption, and firmware conflicts, Support customers managing 5+ active devices
Guide customers through advanced app navigation and subscription management
Document cases thoroughly for trend tracking and product feedback

Retention & Revenue Protection

Lead save conversations when customers request cancellation or plan downgrades
Identify root causes (technical issues, billing concerns, hardware frustrations)
Apply structured retention strategies and objection-handling techniques
Offer appropriate solutions (troubleshooting, replacements, plan adjustments, education)
Protect recurring subscription revenue and reduce churn

Escalation & Cross-Functional Collaboration

Partner with App Development, warehouse, and sales
Escalate firmware bugs or app defects with detailed documentation
Identify recurring issues impacting churn and communicate findings to leadership
Support Customer Service and Tier 1 agents with complex case resolution

Performance Metrics

Retention Save Rate
Multi-Device Account Satisfaction (CSAT)
First Call Resolution
Escalation Reduction Rate
Documentation Accuracy

Requirements

Required Experience:

3+ years of Customer Service experience, Wireless Technical Support, Tier 2, or VIP Retention Escalation Support
Experience supporting cellular devices, connected products
Proven success in retention or cancellation save environments
Strong technical troubleshooting skills
Ability to confidently navigate multiple systems simultaneously

Preferred Experience

Experience with cellular trail cameras or outdoor technology
Background in subscription-based platforms
Experience supporting app-based ecosystems
KPI-driven call center experience