Customer Service Manager - Lead a Gaming Support Team

gamerschoice; 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

Gamer’s Choice in Queens, NY, seeks a Customer Service Manager to lead a team of Representatives, ensuring timely, accurate, and empathetic support across email, social media, and other channels.

You will collaborate with sales, fulfillment, and marketing to resolve issues, maintain brand reputation, and drive customer satisfaction while upholding company standards at our Long Island City location.

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

• 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.

Skills

Team leadership

Customer service

Written communication

Multitasking

Cross-channel support

Tools

CRM

Ticketing systems

Job description

Gamer’s Choice in Queens, NY, seeks a Customer Service Manager to lead a team of Representatives, ensuring timely, accurate, and empathetic support across email, social media, and other channels.

You will collaborate with sales, fulfillment, and marketing to resolve issues, maintain brand reputation, and drive customer satisfaction while upholding company standards at our Long Island City location.