VIP Tech Support & Retention Specialist

Good Sportsman Marketing LLC; Dallas (TX); On-site; USD 70,000 - 105,000; Full time

Job summary

GSM Outdoors is seeking a Senior Customer Success Specialist to deliver elevated service for Wireless customers owning 5+ cameras. You will manage high-value accounts, resolve complex technical issues, and lead save conversations when cancellations or plan changes are requested.

This role requires advanced troubleshooting, strategic retention, and proactive communication to protect subscription revenue and customer lifetime value.

Qualifications

• 3+ years of customer service experience in wireless or subscription-based environments.
• Experience supporting cellular devices or connected products.
• Proven ability to drive retention and handle cancellation/plan-downgrade conversations.

Responsibilities

• Serve as primary escalation contact for multi-device customers with VIP status.
• Provide white-glove service to high-value accounts and review account history for friction points.
• Lead save conversations to prevent churn and plan downgrades; identify root causes and offer solutions.
• Collaborate with App Development, warehouse, and sales to resolve issues and communicate findings.
• Document cases thoroughly for trend tracking and product feedback.

Skills

VIP account management

Customer service

Wireless technical support

Troubleshooting

Retention strategies

Cross-functional collaboration

Documentation

Job description

GSM Outdoors is seeking a Senior Customer Success Specialist to deliver elevated service for Wireless customers owning 5+ cameras. You will manage high-value accounts, resolve complex technical issues, and lead save conversations when cancellations or plan changes are requested.

This role requires advanced troubleshooting, strategic retention, and proactive communication to protect subscription revenue and customer lifetime value.