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Summary: As a Customer Support Specialist, you will provide timely, professional, and service-oriented support to U.S. customers, handling inquiries, orders, and issue resolution. Highlights: 1. Strong growth opportunity with meaningful room for development 2. Real long-term upside and career growth potential 3. Thrive in a fast-moving business delivering excellent customer experience Compensation: $4,000–$8,000 per month, plus performance bonuses Please Note This is a strong growth opportunity for someone who takes pride in delivering excellent customer experience and thrives in a fast-moving business. We offer meaningful room for development, and for capable people who perform well, there is real long-term upside and career growth potential here. To ensure a strong fit for this role, priority will be given to candidates with relevant experience in the hunting, thermal imaging, night vision, shooting sports, or related outdoor optics industry. About This Role As a Customer Support Specialist, you will be responsible for day-to-day communication with Falcon’s U.S. customers, including pre-sales inquiries, order support, order tracking, and basic after-sales issue resolution. The core of this role is to provide timely, professional, and service-oriented support while ensuring that customer inquiries, complaints, returns, and warranty-related requests are handled accurately and followed through to completion in line with company processes. You do not need to know every product detail before joining, but you must be a fast learner who can quickly build strong product knowledge and become confident in handling common customer questions and support scenarios. Key Responsibilities Respond to customer inquiries via email, online chat, and other support channels, including questions related to products, applications, orders, logistics, and basic after-sales issues Assist customers with purchase decisions, order-related questions, product usage guidance, shipment tracking, and delivery-related concerns Handle returns, exchanges, warranty requests, and customer complaints according to established procedures, ensuring each case is properly documented and resolved Maintain accurate customer communication records and support ticket updates, and coordinate with operations and after-sales teams to ensure smooth internal follow-up Identify recurring customer questions and feedback trends, and support the improvement of FAQ materials and internal customer service knowledge resources Be flexible with work schedules based on business needs, including occasional weekend or holiday coverage when required Required Qualifications Strong understanding of hunting and shooting, as well as thermal imaging and night vision products used in outdoor hunting applications 3+ years of experience in customer support, e-commerce customer service, or a related customer-facing role Clear, professional written and spoken English, with strong patience, attention to detail, and communication skills Ability to independently handle common customer issues with sound judgment and appropriate escalation awareness Preferred Qualifications Familiarity with Shopify, Zendesk, Gorgias, or similar customer support platforms Customer service experience in outdoor products, consumer electronics, technical equipment, or related categories Ability to stay calm, organized, and solution-focused when handling customer issues in a fast-paced environment Legal Statement Applicants must be legally authorized to work in the United States. Falcon is an equal opportunity employer and welcomes candidates from diverse professional backgrounds to apply.
