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About the Role
Own the customer experience across sales channels including Whatnot, TikTok, TCGplayer, and email. Take full ownership of every case from first response through investigation and resolution, ensuring timely, accurate, and empathetic support. Work closely with the warehouse team to resolve order issues and surface feedback for operational improvements.
Responsibilities
- Own customer inquiries across Whatnot, TikTok, TCGplayer, and email, responding promptly and professionally.
- Investigate order discrepancies and coordinate with warehouse and fulfillment teams to drive issues to resolution.
- Process authorized refunds and routine resolutions in line with company policies.
- Maintain accurate case documentation, including customer communications, investigation findings, and resolution status.
- Monitor assigned service queues and proactively follow up on unresolved cases.
- Escalate complex, high-value, or policy-sensitive issues to management.
- Share recurring operational issues and customer feedback with the appropriate internal teams.
- Deliver a consistent customer experience while balancing customer satisfaction with company policy.
Requirements
- 1+ years of customer service experience in ecommerce or CPG, preferably in a startup or high-growth environment.
- Strong attention to detail, with a track record of accurate documentation and follow-through.
- Investigative mindset: dig into the root cause of an issue rather than stopping at the surface.
- High accountability and ownership of your cases from start to finish.
- Ability to remain calm under pressure and handle difficult customer interactions with empathy and patience.
- Comfortable navigating multiple digital tools and multitasking between channels.
- TCG knowledge and passion (Nice-to-Have).
- HubSpot or other CRM platform experience (Nice-to-Have).
Location
- 43-34 32nd Place, Long Island City, 11101
Work Type
- Onsite
- Full-time
Experience Level
- 1+ years
Salary/Compensations
- $23 - $27 per hour
Benefits
- Health Insurance
- Dental & Vision Coverage
- Paid time off
- 401k
- Employee Discounts
- Gym Membership Reimbursements
About the Company
- Gamer’s Choice is an equal opportunity employer.
- Core Values: Community First, For the Love of The Game, Commitment to the Customer, Integrity and Transparency, Treating People Right.
Equal Opportunity
- 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 hr@gamerschoice.com.