Customer Support Specialist

Dragon Shield; Garland (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

A customer-oriented company is seeking a Senior Customer Experience Specialist in Garland, TX. This role focuses on delivering exceptional service and supporting the customer support function. Key responsibilities include resolving complex customer issues, mentoring team members, and improving processes. The ideal candidate has over 3 years of experience in customer service, strong communication skills, and the ability to handle challenging situations. The position offers a full-time employment opportunity with growth potential.

Qualifications

• 3+ years of experience in a customer service or customer experience role.
• Strong written and verbal communication skills.
• Experience working with CRM platforms and support tools.

Responsibilities

• Deliver exceptional support to customers through multiple channels.
• Serve as the primary escalation point for complex customer issues.
• Support and mentor customer service team members.

Skills

Customer service

Problem-solving

Communication

CRM platforms

Analytical skills

Tools

Zendesk

Job description

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.

Job Details

Department: Customer Service
Reports To: Customer Service Manager
Location: Garland, TX
Employment Type: Full-Time

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.

What We’re Looking For

• 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.

Preferred Qualities

• 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.