Customer Support Specialist

Department: Customer Service

Reports To: Customer Service Manager

Location: Garland, TX

Employment Type: Full-Time

Role Overview

We are seeking a Senior Customer Experience Specialist who is passionate about delivering exceptional service while helping elevate the performance of the entire customer support function. This role goes beyond traditional support—you will serve as a trusted problem solver, escalation expert, and operational contributor who helps improve processes and mentor teammates.

The ideal candidate is someone who thrives in a fast-moving environment, takes ownership of complex customer challenges, and is motivated to continuously improve the customer experience.

What You’ll Do

• 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.
• Help foster a positive, accountable, and high-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.