Customer Service Manager (E-commerce)

Location: 43-34 32nd Place, Long Island City, NY 11101. Onsite schedule: 9:00 AM–5:30 PM, Monday–Friday, with some weekends required.

Salary: $70,000–$80,000 annually, depending on experience.

Company

hirify.global is a trading card game retailer and community destination with an online store, a physical location, tournaments, events, and an expanding selection of games including Yu-Gi-Oh!, Pokémon, One Piece, Riftbound, and Disney Lorcana.

What you will do

• Manage and coach Customer Service Representatives to deliver consistent, high-quality support.
• Respond to customer inquiries across email, social media, and other digital channels.
• Investigate complaints, determine appropriate solutions, and follow up through resolution.
• Track incoming requests and workflows in the company CRM system.
• Monitor social media for customer feedback, questions, and complaints, and write brand-appropriate public responses.
• Coordinate with sales, fulfillment, and marketing to resolve customer issues and reduce bottlenecks.

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 handle difficult interactions calmly, with empathy and patience.
• Strong written communication skills and the ability to adapt tone between email and social media.
• Experience with CRM or ticketing systems.
• Comfort navigating multiple digital tools and managing several channels at once.

Nice to have

• Experience managing customer communications on social media.
• Trading card game knowledge.

Culture & Benefits

• Health insurance.
• Dental and vision coverage.
• Paid time off.
• 401(k) plan.
• Employee discounts.
• Gym membership reimbursement.