Company: The Mag Shack
Location: Remote (U.S.)
Schedule: Monday–Friday, aligned with our customer support hours (8:00am–5:00pm ET)
Employment Type: Full-Time
Reports To: [Customer Service Manager / Operations Manager]

About The Mag Shack

Based in Tallahassee, Florida and founded in 2016, The Mag Shack is a 100% founder-owned e-commerce retailer specializing in gun magazines, ammunition, and firearm accessories—with a focus on competitive pricing, reliability, and a straightforward customer experience.

Role Summary

We’re looking for a Remote Customer Service Specialist who can deliver fast, accurate, and professional support to our customers—especially during high-volume sales periods. This role is ideal for someone who already understands the firearms e-commerce space and can confidently guide customers through product questions, order issues, shipping expectations, returns, and compliance-related restrictions.

Important: This position requires previous customer service experience at another firearms-industry e-commerce retailer (magazines/ammo/accessories). We’re specifically looking for someone who already speaks the language of this industry and understands the nuances of restricted items, destination limitations, and customer expectations.

What You’ll Do: Customer Support & Order Assistance

• Respond to customer inquiries via email and phone with a solutions-first mindset during our published support hours
• Help customers with order status, address updates, order changes/cancellations (when possible), and general account support
• Provide clear, consistent answers that align with our policies—no guessing, no runaround

Shipping Support (Set Expectations & Reduce “Where’s My Order?”)

• Explain our fulfillment expectations
• Educate customers on transit timing and carriers
• Handle shipping exceptions (carrier delays, RTS packages, address issues) with clear documentation and follow-through

Returns, Exchanges & Refund Guidance

• Support customers through returns/exchanges according to policy
• Help customers with Return Authorization requests and ensure the right details are captured for fast processing

Documentation & Continuous Improvement

• Document customer interactions clearly and consistently (tickets, order notes, internal handoffs)
• Identify repeat issues and suggest process/policy improvements that reduce contact volume and improve the customer experience
• Partner with fulfillment/warehouse teams to resolve order problems quickly and prevent repeat issues

Required Qualifications

• Experience at another firearms-industry e-commerce retailer in a customer-facing support role (required)
• 2+ years of customer service experience (email + phone support strongly preferred)
• Strong written communication skills (clear, concise, and professional—especially when explaining policy)
• Comfort working with e-commerce tools (order management, ticketing/helpdesk, shipping/tracking portals)
• High attention to detail and ability to stay calm under pressure during volume spikes

Preferred Qualifications

• Deep familiarity with products in the space (magazines, ammo, accessories, optics, gear)
• Experience handling restricted-item scenarios and destination limitations (policy-driven support)
• Experience writing or maintaining help-center/FAQ content and macros

What Success Looks Like

• Customers get fast, accurate answers that match policy and reduce back-and-forth
• Fewer escalations caused by unclear expectations about shipping timelines or returns policies
• Strong ticket hygiene (clean notes, correct categorizations, clear next steps)
• You become a dependable “go-to” for firearms e-commerce edge cases

Why Work Here

• Founder-owned and growing: Your work directly impacts the customer experience and the company’s momentum
• Straightforward, customer-first standards: We take pride in “top-tier, industry-leading customer service” and want people who take that personally
• Remote role with real ownership: You’ll be trusted to solve problems, not just respond to tickets