Customer Service Lead
FAO Schwarz New York, NY

Customer Service Lead – FAO Schwarz Flagship Store

Join the world-renowned FAO Schwarz team and be a part of history at the largest and most iconic toy store in New York City!  ThreeSixty Brands acquired FAO Schwarz in 2016 and brought the FAO Retail Flagship location back to life at Rockefeller Center in 2018.

FAO Schwarz, founded in 1862, is one of the oldest and most iconic toy brands in the world.  FAO Schwarz has always been synonymous with quality and innovation, offering one-of-a-kind playthings and creating cherished memories for generations of kids.  The fondness associated with FAO Schwarz is wrapped up in the theatre of it all.  It’s more than just toys, it’s the deep nostalgia for toys that come to life as kids of all ages enter the store.  A visit to FAO Schwarz means much more than a trip to a toy store.  With the anticipation and excitement of a special occasion, FAO Schwarz never fails to deliver a feast for the senses – exciting adults and children alike.

 The Customer Service Lead has a passion for helping people, solving problems, and delivering a world-class customer experience.  You will lead with a growth mindset and have exceptional knowledge of our product, services, and retail industry trends.  The Customer Service Lead will be a brand integrity ambassador, ensuring that our FAO Schwarz brand standards are met and maintained throughout the store.  You will assist the Customer Service Manager in creating a diverse and inclusive culture for both the store team and customers alike. This role will involve building strong relationships both internally and externally as well as being a dynamic spokesperson for the FAO Schwarz brand.  You will also be a strong advocate in helping us achieve our community goals – through volunteerism, philanthropy, and inviting organizations into our store to play and enjoy learning through our experiences.  You will actively support our marketing, events, and social media goals.

 As the Customer Service Lead, you will enjoy building strong teams, developing individuals, and delivering results and impact.  This position will lead our team of Cashiers in collaboration with our Customer Service Manager.  Together, you and the Customer Service Manager will create and execute a strategy for the Cashier program.  The Customer Service Lead will work closely with all store leaders, store associates, eCommerce team, Public Relations partners, and Corporate partners.

 The Customer Service Lead will report to the Customer Service Manager and will work retail hours, which may include day, evening, weekends, and/or holidays, based on department and store/company needs.

 What You’ll Do

 This role has 3 key areas of responsibility:

 Store Operations

Lead a world-class customer experience program for the store while otherwise supporting store leadership in all facets of running the store.  The Customer Service Lead will support our Manager on Duty multiple times a week, moving throughout the store to interact with the team and customers, ensuring that the entire business is running productively and professionally.

 Customer Service/Front End

Ensure a world-class omnichannel shopping experience for all customers.  Our physical and eCommerce stores are the public face of the FAO Schwarz brand, where everyone can directly experience all that is possible with FAO Schwarz.  Establish the highest level of customer experience by setting expectations of excellence in the execution of store standards, customer service, personal shopping partnerships with our personal shopping team, marketing and events, community partnerships, and profound knowledge of our products and the FAO Schwarz brand.  Ensure a seamless checkout experience for all customers, whether they choose to pay through our cash-wraps, mobile Point of Sale (POS) on the sales floor with our Toy Ambassadors, or on FAO.COM.  Ensure that our entire team is thoroughly trained on how to best offer a hands-free shopping experience through our courier service and shipping options should they choose to have their product delivered right to their home or hotel.  Empower our store leaders and associates to “make it right” for every customer that visits our store.  We want to ensure that every customer has a world-class experience when they set foot in our doors so no matter what, it is our duty to handle every customer issue with care and concern.


Actively drive omnichannel sales in all areas of the business, working with store leadership to build and grow effective teams that are maximizing results.  Ensure that everyone on the team is consistently delivering a world-class experience through entertaining product demonstrations, engaging customer interactions, and ever-evolving experiences.  Collaborate with Customer Service Manager to initiate and lead business change efforts to achieve maximize desired revenue and payroll results.

What We’ll Expect You to Have

  • A sense of whimsy, a nostalgia for toys, and a fondness for the FAO Schwarz brand
  • A passion for sales and delivering unparalleled customer service with a professional, inviting and friendly demeanor
  • Experience leading a high-profile Cashier team preferred
  • Experience handling the Cash Management process
  • Superior written & verbal communication, time management, collaboration, organizational, and interpersonal skills
  • Store leadership experience with high attention to detail, integrity, and an entrepreneurial spirit
  • Strong computer skills including proficiency in Microsoft Office: Excel, Outlook, PowerPoint, Word, and Microsoft Teams a plus
  • Experience with a retail store P&L a plus
  • Experience with retail Point of Sale (POS) systems and operations
  • At least 2 years of retail leadership experience in a high profile or big-box setting
  • Proven ability to lead and remain positive, resilient, adaptable, and succeed in a fast-paced, public-facing retail environment
  • Capable of lifting up to 25 pounds, bending and twisting and standing for long periods of time

Why You Should Work for Us

  • We encourage a sense of whimsy, wonderment, play, and an engaging and theatrical environment
  • You’re never treated like a number or task, you’ll look forward to coming to work every day to see your friends
  • Growth opportunities are everywhere, just take a look at some recent news…
  • Highly competitive benefits

FAO Schwarz is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  FAO Schwarz strictly prohibits and does not tolerate discrimination against employees, applicants, interns, or any other covered persons, on the basis of age, race, color, religion, creed, national origin including ancestry, ethnicity, sex including pregnancy, gender identity, and transgender status, gender, physical or mental disability, including gender dysphoria and similar gender-related conditions, alienage or citizenship status, military status, including past, current, or prospective service in the uniformed services, genetic information, predisposing genetic characteristics, marital status, partnership status, domestic violence victim status, familial status, actual or perceived sexual orientation, unemployment status, caregiver status, credit history, salary history, or any other category protected by applicable federal, state and local laws, with respect to hiring, promotion, discipline, firing, compensation, benefits, or other terms, conditions or privileges of employment. 

If you need a reasonable accommodation in the application or hiring process, or during the course of your employment, please contact Site Human Resource Manager or Flagship Store Director at teamsupport@fao


FAO Schwarz is an EEO employer - M/F/Vets/Disabled
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