Customer Service Manager (E-commerce)

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

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 [e-mail]

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.