Customer Impact Manager

Zero Tech Optics delivers premium precision optics for hunters and shooters who demand reliability, clarity, and performance. In the U.S., we’re building a customer experience that matches the quality of our products clear communication, fair outcomes, and fast resolution.

We’re hiring a Customer Experience & Warranty Specialist to support our growing U.S. customer and dealer base. This is a hands‑on role focused on phone/email support, warranty/RMA coordination, dealer assistance, and day‑to‑day operational follow‑through
.

You’ll work closely with the warehouse and marketing team to make sure customers get timely answers, warranty claims move smoothly, and launch periods don’t overwhelm the customer experience. This role is ideal for someone who enjoys solving problems, communicating clearly, and keeping processes organized.

• Respond to customer inquiries about products, orders, shipping, troubleshooting, and general support
• Provide professional, brand‑aligned communication with strong attention to detail
• Escalate technical or sensitive cases appropriately and follow through to resolution
• Log common questions and help maintain simple support templates and FAQs

• Coordinate RMA/warranty requests from start to finish
• Set expectations on timelines and next steps, and keep customers updated
• Work with warehouse/technical staff on inspections, replacements, and documentation
• Track recurring issues and share trends/feedback with the team
• Assist dealers with product questions, warranty needs, inventory requests, promotions, and policy basics
• Help keep dealer communications consistent across consumer and retail channels
• Support occasional dealer‑focused initiatives tied to direct‑to‑consumer activity

• Help respond to customer questions that come through social channels (in coordination with marketing)
• Flag issues early to prevent public escalations
• Provide launch‑period support by helping answer early product questions (not a content‑creation role)

• Assist with the coordination of incoming shipments and basic inventory‑related communication
• Help document inbound inspections/product readiness
• Occasionally support warehouse tasks during peak periods

• Support consumer‑facing trade shows as needed and represent the brand professionally

• 2+ years in customer support, warranty/RMA, operations support, or similar hands‑on experience
• Strong written and verbal communication (comfortable on the phone)
• Highly organized with consistent follow‑through and good judgment
• Proficiency with Microsoft Word/Excel/Teams
• Able to work cross‑functionally with warehouse and marketing teams

• Experience in optics, firearms, hunting, outdoor, or adjacent enthusiast categories
• Experience with dealer networks or B2B support
• Familiarity with social platforms from a customer support perspective
• Experience in a small team / growth‑stage environment

• Calm under pressure and steady with customers
• Practical, solutions‑oriented, and not afraid to pick up the phone
• Process‑minded (you like keeping things tidy and trackable)
• Comfortable in a role that blends desk work with occasional operational support
• Interested in growing with a brand as the U.S. business expands
• Primary work is on‑site in a dedicated office (Columbia, TN)
• Hybrid flexibility available after onboarding based on workflow and performance
• Fast‑paced environment with high accountability and teamwork
• Salary range: $50,000–$70,000 USD
  , depending on experience
• Performance incentives tied to customer service KPIs (to be developed)
• No health benefits currently offered
• Employee product purchase program
• Growth opportunities as the U.S. team expands