Customer Support Lead & RMA Coordinator

About the role

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

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
• Maintain daily visibility into open cases, aging RMAs, and outstanding follow-ups
• Communicate key RMA findings to the customer service team so they can update customers
• Prepare manufacturer warranty submissions when appropriate
• 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)
• Cook with production and technical staff on advanced troubleshooting or rebuilds
• Coordinate with production and technical staff on advanced troubleshooting or rebuilds
• Provide clarity and direction so reps can resolve issues quickly and confidently

Requirements

• 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+

Qualifications

• 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

Skills

• Strong PC hardware knowledge and troubleshooting skills
• Excellent communication skills
• Ability to multitask and switch between leadership, technical, and organizational tasks
• High attention to detail
• Calm, professional demeanor
• Strong sense of ownership and reliability
• Experience with CRMs or ticket systems
• Passion for gaming, tech, or PC building
• 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 & 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