Customer Experience Specialist

Modlite Systems is a premium tactical lighting company based in Boerne, Texas. Our American-made lights are built in-house by a focused team and trusted by professional, military and civilian users. We work closely with the people who use our products, and we value quality, reliability, accountability and continuous improvement. The Role The Customer Experience Specialist is a full-time, on-site role in Boerne, TX, reporting to our VP of Operations. This isn’t a ticket-only seat. You’ll take care of customers directly, and you’ll also help build the processes, reporting and improvements that move our customer experience to the next level. You’ll own returns, warranties and RMAs from start to finish. What You’ll Do Respond to customers by email, chat and phone with speed, accuracy and care Own returns, warranty claims and RMAs from first contact through resolution, working with shipping and production Know our products well enough to answer technical questions correctly the first time Track and report on service trends: response and resolution times, return rates and warranty patterns Spot recurring issues and turn them into fixes: SOPs, help content and product feedback to our team Suggest and implement better tools and workflows so the team can grow without losing quality Help train teammates on products and processes Handle Amazon customer cases and account-health issues What We’re Looking For Hands‑on knowledge of firearms or tactical gear, through retail, the industry, military or law enforcement service, or serious personal use 3+ years in customer service or customer experience, ideally with consumer products or e‑commerce Experience handling returns, warranties or repairs, not just passing tickets along Comfort with data: you can build a simple report and use it to decide what to fix next An example of a process you improved, with the before and after Excellent written and verbal communication and strong attention to detail Comfort learning new tools. Experience with Shopify or a helpdesk platform like Gorgias or Zendesk is a plus Leadership experience, or readiness to grow into it Pay and Benefits $55,000 to $67,000 per year, depending on experience Health, vision, and dental plans available with company contribution 401(k) retirement plan with employer match Paid time off and paid holidays Paid sick leave and bereavement leave A clear growth path, a small focused team and direct access to operations leadership at a growing, American-made brand #J-18808-Ljbffr