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
Work Location: In person
