Customer Experience Manager — Lead Support Team

Gamers Choice; New York (NY); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision Coverage

Paid time off

401k

Employee Discounts

Gym Membership Reimbursements

Job summary

Gamers Choice is seeking a Customer Service Manager to lead our support team across email, social media, and other channels. You will respond to inquiries, resolve complaints, and ensure timely, accurate, and empathetic service that strengthens our brand.

You will manage a team of Customer Service Representatives, monitor performance, collaborate with Sales, Fulfillment, and Marketing, and maintain high-quality service aligned with company standards.

Qualifications

• 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.

Responsibilities

• Lead and guide a team of Customer Service Representatives.
• Respond promptly to inquiries via email, social media, and other channels.
• Resolve complaints by identifying issues, determining causes, communicating solutions, and following up.
• 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 Sales, Fulfillment, and Marketing to resolve customer issues.

Skills

Leadership

Customer service

CRM

Written communication

Multitasking

Tools

CRM

Job description

Gamers Choice is seeking a Customer Service Manager to lead our support team across email, social media, and other channels. You will respond to inquiries, resolve complaints, and ensure timely, accurate, and empathetic service that strengthens our brand.

You will manage a team of Customer Service Representatives, monitor performance, collaborate with Sales, Fulfillment, and Marketing, and maintain high-quality service aligned with company standards.