Customer Service Representative
About the role
At GrabAGun, every conversation is an act of stewardship. We believe that helping people purchase and own firearms responsibly safeguards freedom, builds confidence, and strengthens the communities we love. Our Customer Service Representatives are the human heartbeat of that mission - turning transactions into trusted relationships through humility, accuracy, and integrity.
How you’ll live the mission
Serve first. Listen with intent, answer with clarity, and treat each customer as if they were family. Sweat the details. Update order statuses, track shipments, and document every interaction so nothing falls through the cracks. Solve, don’t stall. Diagnose issues quickly, deliver practical solutions, and follow through until the customer feels whole. Voice the customer. Channel feedback - good and bad - to leadership so we can raise the bar for quality, compliance, and speed. Lift the team. Share knowledge, celebrate wins, and help create an environment where people grow faster than metrics.
Responsibilities
- Provide product information, order updates, and procedural guidance by phone, email, and chat.
- Maintain accurate order records - status changes, tracking numbers, and notes - inside our Zendesk-driven workflow.
- Troubleshoot service issues, coordinating with warehouse, compliance, and shipping teams to resolve problems.
- Capture and relay customer insights that improve processes and elevate the GrabAGun experience.
Requirements
- Proven customer-service mindset and polished phone etiquette.
- Basic computer fluency (email, ticketing systems, order management tools).
- Problem-solving instincts and the ability to juggle multiple tasks without losing focus.
- Firearms knowledge or a willingness to learn - because credibility matters to our customers.
Qualifications and Details
This role is located on-site in Coppell, TX, and offers compensation up to $20/hr. US Citizens and Green Card Holders are eligible to apply.