Customer Support Lead & RMA Coordinator

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.

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.

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

• 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

• 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

• 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

• 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+

• 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

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.

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.