The messengers Jobs

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Customer Service & Retail Store Supervisor

Zephyr Epic
Surrey, BC

Quick apply

Job details

Full-time
$21–$23 an hour
8 days ago

Qualifications

Pricing
Sales
Social media management
Customer service
Supervising experience
Communication skills
Retail sales

Full job description

Customer Service & Retail Store Supervisor

We are looking for an enthusiastic and experienced Customer Service & Retail Store Supervisor to lead our front-line team and deliver an exceptional experience for our customers. This role blends hands-on retail supervision with multi-channel customer service responsibilities. From in-store interactions to phone, messaging, email, and social media support. The ideal candidate brings deep knowledge of the trading card hobby (TCGs and/or Sports Cards) and a genuine passion for the community we serve.

Key Responsibilities

Retail Supervision

Oversee daily retail floor operations, including opening and closing procedures.
Supervise team members to achieve daily goals.
Maintain store standards for organization, merchandising, and product display.
Monitor and manage stock levels; coordinate restocking and product rotation.
Handle escalated in-store customer situations with professionalism and a solutions-first mindset.

Multi-Channel Customer Service

Respond to customer inquiries and resolve issues via phone, live chat/messenger, email, and social media platforms in a timely and professional manner.
Maintain consistent brand voice and tone across all communication channels.
Track, manage, and close support tickets efficiently using ZenDesk.
Monitor social media accounts for customer mentions, questions, and feedback and engage proactively to build community and brand trust.
Identify recurring customer pain points and escalate trends to management with recommended solutions.

Trading Card Expertise & Product Knowledge

Serve as the in-house subject matter expert for trading card products, helping customers with purchasing decisions, valuations and product questions.
Stay current on new releases, set rotations, market trends across Trading Card categories.
Actively learn and develop knowledge across all brands and product lines we carry - even those outside your initial area of expertise.
Assist in buying, pricing, and curating singles, sealed products, and accessories with an eye for both value and customer demand.

Required Qualifications

5+ years of direct customer service experience, with proven proficiency across phone, messaging/chat, email, and social media channels.
At least 2-3 years of supervisory or lead experience in a retail environment.
Strong working knowledge of Trading Card Games with genuine enthusiasm and willingness to learn all product lines.
Demonstrated ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
Excellent written and verbal communication skills with a customer-first attitude.
Ability to de-escalate difficult situations calmly and effectively.
Comfortable using point-of-sale systems, helpdesk software, and social media management tools.

Preferred Qualifications

Experience in a hobby, collectibles, gaming, or specialty retail environment.
Active participant in the TCG or Sports Card community (player, collector, or content creator).

Schedule & Work Environment

Full-time position requiring flexible availability, including evenings, weekends, and holidays.
Retail store environment with prolonged periods of standing and the ability to lift up to 30 lbs.
Fast-paced setting with frequent multitasking between in-store and digital customer service channels.

Pay: $21.00-$23.00 per hour

Application question(s):

Can you describe the brands you have a strong brand knowledge of and the number of years you've been collecting.
How many years of Retail sales experience do you have?

Work Location: In person

Quick apply

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