Customer Service Manager (E-commerce)

Role:

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

Location: 34-09 Queens Blvd Long Island City 11101

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

Compensation: $70000 - 80000 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 companys 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. sameday 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: Gamers 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. Gamers 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

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.

Required Experience:

Manager