Customer Impact Manager

Zero Tech Optics delivers premium precision optics designed for serious hunters and shooters who demand reliability, clarity, and performance. Our reputation is built not just on product quality, but on how we treat our customers and partners. As we continue expanding in the U.S. market, we are seeking a leader who understands that customer experience is a strategic advantage — not a department.

Zero Tech Optics delivers premium precision optics designed for serious hunters and shooters who demand reliability, clarity, and performance. Our reputation is built not just on product quality, but on how we treat our customers and partners.

As we continue expanding in the U.S. market, we are seeking a leader who understands that customer experience is a strategic advantage — not a department.

The Customer Impact Manager owns and elevates the entire customer experience at Zero Tech Optics USA.

This role extends beyond traditional customer service. You will be the voice of the brand to customers and dealers, the internal advocate for customer needs, and a systems-builder who ensures every interaction reflects professionalism and excellence.

You will lead customer communications (phone and email), manage warranty and return processes, support dealers and distributors, collaborate with marketing on product launches and social engagement, assist with operational coordination, and occasionally support warehouse functions during peak periods.

• Serve as primary contact for customer phone calls and email inquiries
• Respond to technical questions, warranty concerns, shipping issues, and product support requests
• Ensure professional, timely, and brand-aligned communication
• Develop templates, SOPs, and communication standards
• Track and report service metrics (response time, resolution time, satisfaction)

• Oversee all RMA and warranty processes
• Communicate clearly regarding timelines and expectations
• Coordinate with warehouse and technical teams on inspections and replacements
• Track warranty trends and report product feedback to leadership
• Ensure fast, fair, and reputation-positive resolutions

• Support dealer and distributor inquiries related to product, inventory, warranty, promotions and policy
• Maintain proactive and professional communication with retail partners
• Assist in coordinating special projects or direct-to-consumer initiatives that impact dealer relationships
• Help ensure consistency in messaging between consumer and dealer channels

• Assist in monitoring and responding to customer inquiries and comments across social media platforms
• Assist marketing team in maintaining consistent brand tone in public-facing interactions
• Identify recurring product questions emerging from social channels
• Flag potential customer service issues before they elevate publicly
• Support product launch engagement by helping answer early user questions online
• Act as a professional brand representative in digital communities

(This role supports social engagement from a customer experience perspective — not content creation as a primary function.)

• Collaborate with marketing to prepare FAQ documents and support materials
• Provide frontline insights to improve launch messaging
• Track early customer feedback during new product introductions
• Help ensure customer experience is seamless during launch windows

• Assist with coordination of incoming shipments
• Support inventory-related communication with warehouse
• Help document inbound inspections and product readiness
• Occasionally assist warehouse team during high-volume periods
• Support light administrative tasks that impact customer flow

• Assist in consumer facing trade show exhibits as needed
• Act as internal advocate for customer-first thinking

Required:

• 3+ years experience in customer service, customer success, operations or similar life experience
• Strong written and verbal communication skills
• Experience…