Lead, Support, and Keep Our Technical Operations Running Smoothly
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.
About Us
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.
What You'll Be Doing
This role blends team leadership, technical guidance, and RMA coordination - ensuring our service team is supported and our RMA pipeline runs efficiently.
Customer Service Leadership & Escalation Support
• 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
RMA Operations Coordination
• 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
Why You'll Love Working Here
• 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
What We're Looking For
• 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+
Bonus Points If You Have:
• 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
Want to Stand Out?
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.
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
Apply Today - Lead the Team That Powers High-Performance Computing
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.
Apply now and be part of something exceptional.