Lead, Support, and Keep Our Technical Operations Running SmoothlyDo 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 UsSince 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 DoingThis 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 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 ComputingIf 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.