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
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
Compensation: $4,000–$8,000 per month, plus quarterly performance bonus.
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.
Built for the Night. Ready for the Wild.
Falcon is a global optics brand specializing in Thermal Imaging and Night Vision solutions designed for professionals who operate in the most demanding environments—where visibility fails and performance can’t.
Born from the field, not the showroom, every Falcon device is engineered with one mission: give you the power to see clearly, act decisively, and stay in control—no matter the conditions.