Customer Support Specialist

Customer Support Specialist (Administrative)

Department:
Customer Service

Reports To:

Customer Service Manager

Location:

Garland, TX

Employment Type:

Full-Time

Weareseekinga Senior Customer Experience Specialistwhoispassionateaboutdeliveringexceptionalservicewhilehelpingelevatetheperformanceofthe  entire customer support function.

Thisrolegoesbeyondtraditionalsupportyouwillserve as a trustedproblemsolver,escalationexpert,andoperationalcontributorwho helps improve processesandmentorteammates.
Theideal candidateissomeonewhothrivesin a fast-moving environment, takesownershipofcomplexcustomerchallenges,andismotivatedtocontinuouslyimprovethecustomerexperience.

• Deliver exceptional support to customers through email, chat, and other service channels.
• Serve as the primary escalation point for complex or sensitive customer issues, ensuring thoughtful and timely resolution.
• Build strong relationships with customers by demonstrating empathy, product knowledge, and solution-oriented thinking.
• Support and mentor customer service team members by sharing best practices and helping develop their skills.
• Partner closely with the Customer Service Manager to identify opportunities to improve processes, workflows, and service quality.
• Track and analyze customer trends and feedback to help identify root causes and recommend improvements.
• Collaborate cross-functionally with operations, logistics, and other teams to resolve customer issues efficiently.
• Maintain accurate documentation of customer interactions and insights within CRM systems.
• Contribute to the development and refinement of customer service procedures and knowledge resources.
• Helpfostera positive,accountable,andhigh-performance team culture.

• 3+ years of experience in a customer service or customer experience role, ideally with escalation or senior-level responsibilities.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to navigate complex situations with professionalism, sound judgment, and composure.
• Experience working with CRM platforms and support tools (Zendesk preferred).
• Strong analytical and problem-solving skills with attention to detail.
• Ability to prioritize effectively and manage multiple customer needs simultaneously.
• A collaborative team player who also works well independently.

• Natural leadership instincts and a willingness to support team development.
• Curiosity and initiative to improve processes and customer outcomes.
• Adaptability in a fast-paced, evolving environment.
• A genuine passion for creating great customer experiences.