Customer Experience Representative

Who We Are

Silencer Shop is a Texas-based company specializing in the sale of firearm suppressors. Founded in 2010, we are the largest suppressor distributor in the United States. We simplify the suppressor purchasing process by helping customers navigate complex application requirements and submitting accurate, compliant paperwork through their selected dealer. In addition to sales, we provide rich educational content on suppressor technology, legal requirements, and maintenance through our website and customer support channels. Our mission is to make buying a suppressor as fast, easy, and headache-free as possible. We are a family-owned business, passionate about what we do, and we're looking for someone who shares that mindset.

Your Day-to-Day Responsibilities

• Answer phone calls, emails, and live chats
• Provide pre- and post-purchase support for customers and dealers
• Aid with ATF Forms 1, 3, and 4 applications and submissions
• Handle order maintenance, cancellations, change orders, and escalated cases
• Provide specialized guidance regarding trust setup and compliance workflows
• Support internal departments with escalations and fulfillment issues

This is an advanced support position that includes entry-level ATF compliance functions. You'll be part of the Customer Experience team, which also supports compliance operations as directed.

Other Duties May Include:

• Attending trade shows and industry events
• Reviewing customer-submitted trust or registration information
• Assisting with 4473 Cloud support and fingerprint card services
• Selling digital services and add-ons
• Participating in quarterly internal audits

Requirements

We're looking for a qualified individual to join our Customer Experience team—maybe that's you!

• At least 2 years of experience in a customer support or service role
• Strong phone presence and clear communication skills
• Excellent interpersonal and customer service abilities
• Proven empathy for customers and dealers navigating regulatory processes
• Strong verbal and written communication skills
• Effective analytical and problem-solving skills
• Excellent multi-tasking abilities and attention to detail
• A hunger to learn and grow
• Team-oriented, collaborative spirit
• A passion for the firearm industry is a must
• Strong computer and systems troubleshooting skills

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible schedule
• 401(k) matching
• Paid time off