Customer Support Lead & RMA Coordinator

Job Description

Job Description

Lead, Support, and Keep Our Technical Operations Running SmoothlyDo 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 UsSince 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 DoingThis 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 SupportServe as the primary support resource for customer service representativesAnswer rep questions and help guide them through technical or complicated customer issuesHandle escalated or high-priority customer cases when neededEnsure service reps follow internal processes and deliver consistent, high-quality communicationMonitor service channels (Freshdesk, Freshchat) to ensure the team stays on trackHelp reduce repetitive questions by identifying trends and recommending workflow improvementsProvide clarity and direction so reps can resolve issues quickly and confidentlyRMA Operations CoordinationManage, organize, and track all RMA cases in CRMReceive and log inbound RMA systems with accuracyPerform baseline diagnostics and initial testing (POST, hardware checks, stress tests)Coordinate with production and technical staff on advanced troubleshooting or rebuildsCommunicate key RMA findings to the customer service team so they can update customersMaintain daily visibility into open cases, aging RMAs, and outstanding follow-upsPrepare manufacturer warranty submissions when appropriateEnsure all internal and customer notes are detailed and up to dateWhy You'll Love Working Here4-Day Work Weeks (Mon–Fri, outside peak seasons)Unlimited Vacation – trust-based time-offTeam lunches, events, and giveawaysEmployee discounts on high-end hardwareCasual dress code – hoodies and gaming tees welcomeClear growth path in operations, support, or technical departmentsWork culture built on passion, innovation, and continuous improvementWhat We're Looking ForStrong PC hardware knowledge and troubleshooting skillsExcellent communication skills - especially when guiding other team membersAbility to multitask and switch between leadership, technical, and organizational tasksHigh attention to detail - accuracy is essential in RMA and escalation workCalm, professional demeanor when handling tricky or escalated customer situationsStrong sense of ownership and reliabilityExperience with CRMs or ticket systems (Freshdesk, Zoho CRM preferred)Passion for gaming, tech, or PC buildingLocal to Lincoln, NE - on-site roleHigh school diploma or equivalent - must be 18+Bonus Points If You Have:Experience in technical support, RMA handling, or PC repair2–4 years of customer service or leadership experienceFamiliarity with manufacturer warranty processesHistory of helping others solve PC-related issuesWant to Stand Out?Send a short (2-minute max) video introducing yourself:Who you areWhy you're a strong leader and technical problem-solverWhat excites you about working with high-performance PCsEmail it to View email address on ziprecruiter.com or share an unlisted YouTube/Instagram link with your application.Benefits & Perks401(k) with employer matchHealth, dental, and vision insuranceAflac loss-of-pay coverage4-day work week (Mon–Fri, outside peak season)Unlimited vacationEmployee discountsA close-knit team where your influence truly mattersApply Today - Lead the Team That Powers High-Performance ComputingIf 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.