Job Description

Job Description

Job Description

The Company

BEAT THE BOMB is the next generation of immersive group entertainment, where customers step into real-life video games. We use an innovative digital, interactive game system to reimagine the intersection of technology and human social connection. In our classic Mission experience, teams wearing hazmat suits go through a series of interactive game rooms, including a laser maze, before facing the World's Largest Paint, Slime, and Foam Bomb! Our original Brooklyn location opened in 2018. We now have locations in Atlanta, Washington D.C., Philadelphia, and Charlotte. We've hosted over 300,000 players including hundreds of corporate team building outings, school groups, and non-profit organizations. Beat The Bomb is one of the highest rated experiences in all 5 markets. We offer a full range of special event services including STEM Camps, Kid and Adult Birthday parties, Corporate Tournaments, and Bachelorette parties. We also have a virtual team building platform called Beat The Bomb Virtual, serving remote teams across the globe. Our #1 goal is to ensure every player has a BLAST!

The Location

Remote (Candidates must be based in Brooklyn, Washington, D.C., Atlanta, or Philadelphia)

Essential Duties & Responsibilities :

Beat The Bomb is seeking a dynamic Customer Service Manager to lead our customer-facing team. You'll be responsible for ensuring exceptional service delivery, managing customer interactions, and creating unforgettable experiences for our players. The ideal candidate is a problem-solver, an empathetic leader, and passionate about delivering fun and memorable moments in a fast-paced, high-energy environment. Core responsibilities will include:

• Recruit, train, and mentor customer service staff, ensuring a high-performing team.
• Schedule and manage shifts to ensure proper staffing levels during peak and off-peak times.
• Lead by maintaining high energy and enthusiasm, especially during customer interactions.
• Develop strong standard operational procedures for the department.
• Provide clear instructions to customers, answer questions, and set expectations for the interactive experience.
• Inform guests about additional services, merchandise, or future bookings, upselling where appropriate.
• Assist with managing social media inquiries or online feedback as needed, escalating complex issues to management.
• Handle reservations, payment processing, refunds, and other booking issues.
• Keep accurate records of daily guest counts, issues resolved, and any incidents.
• Report significant guest feedback or operational concerns to supervisors regularly.
• Supporting identification and implementation of software tools (CS ticket platform, phone support, AI agents) to support a growing organization and drive efficiencies.
• Directly manage difficult or upset customers when escalated by your team.
• Support crisis management as CS lead.
• Stay on top of industry trends and apply best practices and technology at Beat The Bomb.
• Provide consistent performance feedback and coaching to your Customer Service Coordinators.

Qualifications :

• 5+ years of Customer Service experience
• 3+ years of Manager experience
• 5-days a week and typically will need to include Saturdays.
• ability to engage during evenings / off hours if necessary to support escalated issues
• Independent thinker who will leave no stone unturned
• Highly self-motivated and hardworking with a hunger to learn, grow & win every day
• Full ownership of the customer service process from start to finish
• Exceptional communication and networking skills
• Believes in and lives by the Beat The Bomb Values: Bring positivity, take responsibility, build the future, create the FUN
• Bachelor's degree

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