Firearms or tactical-gear knowledge is required for this role.

The Role

This is not a ticket-only seat. You will handle customers directly and also build the processes, metrics, and reporting that let support scale. You own returns, warranties, and RMAs end to end. There is a clear path to leading the team for the right person.

Daily Customer Work

• Handle tickets across email, chat, and phone with speed and care.
• Own returns, warranty claims, and RMAs from first contact through production and QC resolution.
• Stay fluent in the product so answers are accurate the first time.

Process, Metrics & Scale

• Build and maintain CS reporting: volume, first-response and resolution time, return rate, and warranty trends.
• Set and track service standards for the desk.
• Turn recurring issues into fixes: SOPs, help-center content, and product feedback to engineering.
• Improve tools and workflows so the team can handle more volume without adding headcount.
• Coach teammates and help train new hires on product and process.

Amazon

• Own Amazon Brand Registry issues, seller-account health, A-to-Z claims, and marketplace case work. Utilize other team members as needed but own the process.
• Coordinate with Ecommerce on listing content when a case is really a merchandising problem, not a customer problem.

What We're Looking For

• 3+ years in customer service or customer experience, ideally ecommerce or consumer products.
• Hands-on ownership of returns and warranty processes, not just forwarding tickets.
• Demonstrated success improving customer support processes, with measurable results.
• Comfortable with data: you can build a simple report and use it to decide what to fix next.
• Leadership experience or clear readiness for it.
• Shopify plus a helpdesk platform (Gorgias, Zendesk, or similar).
• Firearms or tactical-gear knowledge is a requirement.

Why This Role

• Real ownership of how customers experience the brand.
• A small, focused team and direct access to operations leadership.

Benefits

Full-time · In person, Boerne, TX

• Medical and dental insurance with company contribution, including dependent support
• Available vision insurance
• 401(k) with Safe Harbor match
• PTO and paid holidays

How to Apply

Email Hiring@modlite.com with the subject line "Customer Experience Role," your resume, and a short note on one support process you improved. Include the numbers if you have them.

In your note, please also briefly describe your firearms or tactical-gear experience (firearms retail, a firearms or accessories brand, military or law enforcement service, or regular personal use).

Apply for This Role

The Role

The Head of Marketing owns the brand and all creative: photos, video, and graphics. You own deployment and analytics. You take finished creative, put it to work across Shopify, email, and paid channels, and use data to improve conversion and revenue. The website is our storefront. This role is how it performs.

What You'll Do

• Deploy finished creative into the Shopify theme: product pages, collections, banners, launch pages, and promo updates.
• Own website analytics in GA4 and Shopify: conversion rate, average order value, revenue per visitor, and funnel drop-off.
• Find where shoppers stall, test fixes, and report results in plain numbers.
• Manage the Shopify app stack and keep availability, back-in-stock, and inventory messaging accurate.
• Track Klaviyo campaign and flow performance using creative direction from the Head of Marketing; flag what is working and what is not.
• Support landing pages and site work tied to promotions and paid advertising.
• Partner with ads, operations, and customer service so site copy, inventory status, and promo timing stay aligned.
• Make light Liquid / HTML / CSS edits yourself; manage outside developers when the work is larger than a theme tweak.
• Optional stretch: Amazon listing content and store merchandising.

What We're Looking For

• 3+ years hands-on Shopify at a DTC brand or retailer.
• Light front-end skills: Liquid, HTML, and CSS. Comfortable briefing and managing a developer.
• Klaviyo or similar email-platform analytics experience.
• A track record of lifting conversion or revenue, with numbers you can walk through.
• GA4 and basic A/B testing.
• Highly organized. You close loops without being chased.

Nice to Have

• Social publishing, copywriting, or a genuine interest in firearms, the outdoors, or tactical gear.

Not required: photography, video, or design. That work stays with the Head of Marketing.

Why This Role

• A clean, focused workplace with driven colleagues.
• High-impact work: the website is the store.
• A small team where your work is visible from day one.
• Direct access to leadership at a growing, American-made brand.

Benefits

Full-time · In person, Boerne, TX

• Medical and dental insurance with company contribution, including dependent support
• Available vision insurance
• 401(k) with Safe Harbor match
• PTO and paid holidays

How to Apply

Email Hiring@modlite.com with the subject line "Ecommerce Role," your resume, and a short note on one Shopify or email result you are proud of. Include the numbers.

Apply for This Role