Customer Service Manager (E-commerce)

Gamer’s Choice is a team of passionate gamers, creators, and innovators based in Queens, New York. What began as a small local shop has grown into one of the leading destinations for Trading Card Game players and collectors around the world. We’re driven by a shared love for gaming and community, offering both an engaging online experience and a vibrant in-store atmosphere. Our mission is to be the ultimate home for fans to connect, compete, and celebrate the games they love. While Yu-Gi-Oh! has always been our foundation, we’re expanding into exciting new titles like Pokémon, One Piece, Riftbound, and Disney Lorcana. Our Long Island City store serves as the heart of our community, hosting tournaments, events, and gatherings that bring players together both in person and online.

Role:

We are seeking a Customer Service Manager to join our team. In this role, you will be responsible for responding to customer inquiries, resolving complaints, and ensuring every customer receives timely, accurate, and empathetic support. You’ll communicate with customers across multiple channels, including email, social media, etc., to provide exceptional service that strengthens our brand reputation and enhances customer satisfaction. In addition, you will manage a team of Customer Service Representatives, ensuring that they are providing high-quality service, consistent with company standards.

Location: 43-34 32nd Place, Long Island City, 11101

Schedule: 9:00 AM - 5:30 PM Monday - Friday (with some weekends required)

Compensation: $70,000 - 80,000 annually DOE

Responsibilities:

• Manage and guide a team of Customer Service Representatives, ensuring high-quality customer service is provided to all of our customers.
• Respond promptly and professionally to customer inquiries via email, social media, and other platforms.
• Resolve customer complaints by identifying the issue, determining the cause, communicating the best solution, and following up to ensure resolution.
• Manage and track incoming customer requests using the company’s CRM system.
• Monitor social media channels for customer feedback, questions, and complaints.
• Craft clear, brand-appropriate responses while maintaining professionalism in public comment threads.
• Work closely with internal teams, including sales, fulfillment, and marketing, to resolve customer issues.

Requirements:

• 2+ years of management experience in a Customer Service environment
• 5+ years of customer service experience, preferably in a fast-paced or customer-centric environment.
• Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
• Strong written communication skills with the ability to adapt tone depending on the platform (email vs. social media).
• Experience using CRM or ticketing systems.
• Comfortable navigating multiple digital tools and multitasking between channels.

Nice- to-Haves:

• Experience managing customer communications on social media is a plus.
• TCG knowledge

Results:

• Average response time across platform channels consistently meets or beats internal SLAs (e.g., same-day responses)
• Noticeable reduction in repeat complaints or escalations.
• Clear communication loops established with sales, fulfillment, and marketing, reducing bottlenecks and misalignment.
• Team members show measurable growth through coaching, with fewer errors and stronger ownership of customer issues
• Public threads reflect improved community trust and reduced negative interactions.

Benefits:

• Health Insurance
• Dental & Vision Coverage
• Paid time off
• 401k
• Employee Discounts
• Gym Membership Reimbursements

EEO/AAP Statement: Gamer’s Choice is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. Gamer’s Choice is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you require an accommodation to participate in the application process, contact us at [email protected]

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change, so, too, may the essential functions of the position.