Customer Service Manager

Customer Service Manager

You should know:

Location: On-Site in Coppell, TX

Compensation: Based on experience!

Citizenship Requirements: US Citizen and Green Card Holders only.

Why we show up:
At GrabAGun, we believe responsible firearm ownership protects freedom, fosters confidence, and strengthens the communities we love. We’re here to make that experience accessible, transparent, and above-reproach - serving customers the way we’d serve family, with humility and integrity at our core.

As Customer Service Manager, you’ll lead the team that transforms first-time buyers into lifelong advocates. You’ll champion service that goes beyond answering questions - service that safeguards freedoms, upholds compliance, and reflects our obsession with doing what’s right, even when it takes extra effort.

What you’ll do every day:

Customer Service Operations

• Oversee phone, email, and chat coverage in a Zendesk-driven workflow.

• Monitor ticket queues, resolution rates, and compliance-related holds.

• Resolve escalations involving NFA items, state restrictions, and FFL transfer procedures.

Compliance & Legal Adherence

• Enforce proper handling of Form 3, Form 4 (individual/trust), 4473 audits, ATF trace requests, lost firearm reporting, and state magazine/firearm restrictions.

• Ensure all staff follow confidentiality, data security, and firearm transfer policies.

• Partner with compliance for monthly ATF audits and high-risk order reviews.

System & Tool Management

• Oversee team proficiency in Zendesk, Inventory Systems, Magento, and ShipStation for order, product, and shipping management.

• Support fraud prevention efforts by coordinating with the fraud team on verification procedures and documentation.

Team Leadership

• Conduct performance reviews, coaching sessions, and disciplinary actions per policy.

• Provide ongoing training on SOP updates, compliance requirements, and best practices.

• Maintain adherence to company rules, including attendance, cell phone policy, and workplace conduct.

Operational Collaboration

• Partner with warehouse, storefront, and shipping to expedite NICS “Delayed → Proceed” orders.

• Support storefront managers with firearm pickup procedures and safe handling protocols.
  

How we make it happen:

• Inspire excellence – Set performance expectations, coach with empathy, and model the level of service you expect.

• Safeguard compliance – Ensure operations follow ATF, NFA, and FFL requirements, state restrictions, and internal SOPs.

• Elevate the experience – Identify service delivery gaps, implement process improvements, and increase efficiency without sacrificing compliance.

• Champion the customer – Act as the voice of the customer at the leadership table to drive decisions that improve trust and transparency.

• Own the outcomes – Track service KPIs and compliance metrics, ensuring timely resolution of issues.

• Build the bench - Develop talent, nurture skills, and create an environment where people grow, not just the numbers.

What you bring:

· 3+ years in customer service leadership, preferably in firearms, outdoor sporting goods, or another regulated industry.

· Proven ability to coach and develop high-performing teams.

· Strong knowledge of ATF, NFA, and FFL compliance requirements (or ability to learn quickly).

· High proficiency in Zendesk, Magento, Inventory Systems, and shipping platforms.

· Strong analytical skills with KPI tracking and process improvement experience.

· Excellent communication and conflict-resolution skills.

· Firearms knowledge or willingness to learn.

· Ability to handle firearms safely and follow all Storefront SOP firearm clearing procedures.

Ready to aim higher?
Fire off your resume and tell us how you’ll help us serve freedom—one order at a time.