Member Support Specialist

Job Title: Member Support Specialist

Overview

This role is the primary point of contact for customers who shop at GamersGuildUSA.com, and also owns customer invoicing and member surveys. It suits someone who is equally comfortable resolving a support ticket with patience and equally comfortable conducting member surveys and invoicing. Every interaction matters.

Responsibilities

Customer Support

Respond to customer inquiries about gamersguildusa.com orders by email, chat, and phone within the company's one business day response SLA.
Process returns, exchanges, order corrections, and cancellations accurately in the company's e-commerce and order management systems.
Troubleshoot order problems (shipping delays, damaged or incorrect items, payment issues) and coordinate with the fulfillment teams as needed.
Answer product and inventory questions about the TCG and tabletop catalog, checking stock and item details before responding.
Log customer interactions and escalate recurring or unresolved issues to your manager with clear detail.
Uphold the Gamers Guild USA Code of Conduct in every interaction, treating all customers, including minors' guardians, LGBTQ+ people, people of color, and women, with respect.
Member refunds and rebating
Member discord ticket responses

Shopify, Billing & Member Surveys

Generate, review, and reconcile customer invoices and order records in Shopify.
Design, distribute, and analyze member and customer surveys.
Track recurring metrics, such as survey response rate, satisfaction scores, and billing error rate, and report them monthly.
Support order volume and Shopify storefront changes during new releases, restocks, and promotions.

Qualifications:

High school diploma or equivalent required. Associate's or bachelor's degree a plus, not required.
At least 1 year of customer service experience; e-commerce or retail experience preferred.<
Hands-on experience with Shopify (admin panel, apps, basic storefront management) strongly preferred.
Strong written communication skills for email, live chat, and reporting.
Familiarity with tabletop games or TCGs is a plus, not required. Willingness to learn the product catalog is required.
Patient and solutions oriented, able to stay calm and courteous with frustrated customers.

Benefits:

Health insurance; $140/month covered by the company.
PTO up to 20 days per year depending on tenure.
5 days of sick time per year.
Competitive pay based on experience.
Employee discounts on products (typically cost + 10%, with some exceptions).
Free Gamers Guild AZ Membership.
Payroll Advance eligibility after 120 days (up to 5% of annual pay; increases with tenure).
Gym membership reimbursement up to $15/month.

Other Details

Required Certifications/Licenses: None
Position Type: Full Time, Hourly, Non-Exempt
Hours: 40 to 60 hours per week; occasional evening or weekend availability for client launches or escalations.
Pay: $18-$22 hourly
Location: Tempe, AZ / Phoenix, AZ

Equal Opportunity Statement

Gamers Guild is an equal opportunity employer and values diversity and neurodiversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To Apply

Please email your resume and cover letter to hr@gamersguildaz.com.