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 (Mon-Fri, 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

2-4 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 management@xoticpc.com ** 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 (Mon-Fri, outside peak season)

Unlimited vacation

Employee discounts

A close-knit team where your influence truly matters

Apply Today - Lead the Team That Powers High-Performance Computing**

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.**