Customer Support Lead & RMA Coordinator

Customer Support Lead & RMA Coordinator

Lead, support, and keep our technical operations running smoothly

Do you excel at guiding others, answering tough technical questions, and keeping detailed workflows organized? XOTIC PC is looking for a tech-savvy, detail-oriented professional to lead our customer service team while coordinating all RMA operations at our Lincoln, Nebraska headquarters.

This role is ideal for someone who thrives in fast-paced environments, can multitask effectively, and has strong PC hardware knowledge.

About Us

Since 1999, XOTIC PC has been a leader in custom gaming PCs, high-performance laptops, and professional workstations. Our systems power gamers, creators, and professionals across the country. Behind every build is a team committed to precision, innovation, and exceptional service.

What You'll Be Doing

This role blends team leadership, technical guidance, and RMA coordination - ensuring our service team is supported and our RMA pipeline runs efficiently.

Customer Service Leadership & Escalation Support

• Serve as the primary support resource for customer service representatives
• Answer rep questions and help guide them through technical or complicated customer issues
• Handle escalated or high-priority customer cases when needed
• Ensure service reps follow internal processes and deliver consistent, high-quality communication
• Monitor service channels (Freshdesk, Freshchat) to ensure the team stays on track
• Help reduce repetitive questions by identifying trends and recommending workflow improvements
• Provide clarity and direction so reps can resolve issues quickly and confidently

RMA Operations Coordination

• Manage, organize, and track all RMA cases in CRM
• Receive and log inbound RMA systems with accuracy
• Perform baseline diagnostics and initial testing (POST, hardware checks, stress tests)
• Coordinate with production and technical staff on advanced troubleshooting or rebuilds
• Communicate key RMA findings to the customer service team so they can update customers
• Maintain daily visibility into open cases, aging RMAs, and outstanding follow-ups
• Prepare manufacturer warranty submissions when appropriate
• Ensure all internal and customer notes are detailed and up to date

Why You'll Love Working Here

• 4-Day Work Weeks (MonFri, outside peak seasons)
• Unlimited Vacation trust-based time-off
• Team lunches, events, and giveaways
• Employee discounts on high-end hardware
• Casual dress code hoodies and gaming tees welcome
• Clear growth path in operations, support, or technical departments
• Work culture built on passion, innovation, and continuous improvement

What We're Looking For

• Strong PC hardware knowledge and troubleshooting skills
• Excellent communication skills - especially when guiding other team members
• Ability to multitask and switch between leadership, technical, and organizational tasks
• High attention to detail - accuracy is essential in RMA and escalation work
• Calm, professional demeanor when handling tricky or escalated customer situations
• Strong sense of ownership and reliability
• Experience with CRMs or ticket systems (Freshdesk, Zoho CRM preferred)
• Passion for gaming, tech, or PC building
• Local to Lincoln, NE - on-site role
• High school diploma or equivalent - must be 18+

Bonus Points If You Have:

• Experience in technical support, RMA handling, or PC repair
• 24 years of customer service or leadership experience
• Familiarity with manufacturer warranty processes
• History of helping others solve PC-related issues

Want to Stand Out?

Send a short (2-minute max) video introducing yourself:

• Who you are
• Why you're a strong leader and technical problem-solver
• What excites you about working with high-performance PCs

Email it to View email address on click.appcast.io or share an unlisted YouTube/Instagram link with your application.

Benefits & Perks

• 401(k) with employer match
• Health, dental, and vision insurance
• Aflac loss-of-pay coverage
• 4-day work week (MonFri, outside peak season)
• Unlimited vacation
• Employee discounts
• A close-knit team where your influence truly matters

If you're ready to guide a service team, handle complex technical issues, and keep RMA operations running smoothly - all while working with cutting-edge PC hardware - this is the role for you.

Apply now and be part of something exceptional.