XOTIC PC · 2 months ago
Customer Support Lead & RMA Coordinator
Lincoln,NE,US
Full-time
Onsite
Mid, Senior Level
$20/hr - $24/hr
2+ years expXOTIC PC is looking for a tech-savvy, detail-oriented professional to lead their customer service team while coordinating all RMA operations at their Lincoln, Nebraska headquarters. This role blends team leadership, technical guidance, and RMA coordination, ensuring the service team is supported and the RMA pipeline runs efficiently.
Software
Responsibilities
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
Qualification
Required
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+
Preferred
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
Benefits
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
Company
XOTIC PC
XOTIC PC is a Custom PC company that crafts PCs and Laptops for creators, gamers, and professionals.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andrew Elias
Chief Operating Officer
Company data provided by crunchbase