VIP Technical Support & Retention Specialist

Good Sportsman Marketing LLC; Irving (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

GSM Outdoors in Irving, TX is seeking a Senior Customer Success Specialist to elevate service for Wireless customers with 5+ cameras, protecting subscription revenue and customer lifetime value.

You will own VIP accounts, resolve complex technical concerns, guide save conversations when plans are canceled or downgraded, and partner with App Development, warehouse and sales to reduce churn.

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

Qualifications

• 3+ years of Customer Service experience in wireless or subscription retention.
• Experience supporting cellular devices and connected products.
• Proven success in retention or cancellation save environments.
• Strong technical troubleshooting skills.
• Ability to navigate multiple systems simultaneously.

Responsibilities

• VIP Account Management: serve as primary escalation contact for multi-device customers.
• Retention & Revenue Protection: lead cancellation or plan downgrade conversations.
• Escalation & Cross-Functional Collaboration: partner with App Development, warehouse, and sales.
• Performance Metrics: monitor CSAT, retention save rate, and first-call resolution.

Skills

Customer service

Wireless technical support

Retention escalations

Technical troubleshooting

Multi-system navigation

Job description

GSM Outdoors in Irving, TX is seeking a Senior Customer Success Specialist to elevate service for Wireless customers with 5+ cameras, protecting subscription revenue and customer lifetime value.

You will own VIP accounts, resolve complex technical concerns, guide save conversations when plans are canceled or downgraded, and partner with App Development, warehouse and sales to reduce churn.

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