Customer Experience Associate

WeTheHobby is a thriving sports entertainment company with global reach, headquartered in Rochester, NY. We operate at the intersection of entertainment, sports, and eCommerce, revolutionizing the way fans engage with sports cards.

About the role

The Customer Experience Associate is responsible for delivering an exceptional customer experience across all WeTheHobby platforms. This individual serves as a frontline brand ambassador, managing customer communications in real time during live streams and beyond. The role is highly interactive, fast-paced, and deeply connected to our live selling and collecting community. This is a high-impact ownership role with direct influence on customer satisfaction, operational excellence, brand reputation, and long-term customer loyalty. This position is based on-site at our innovative sports card store in Rochester, New York.

Responsibilities

• Oversee and manage direct messages across live selling and social commerce platforms, including Fanatics Live and Whatnot.
• Respond to customer inquiries during live streams and through email, chat, and other communication channels.
• Answer questions related to:
  • Shipping issues and delays
  • Orders, products, and show participation
  • General customer support needs
• Deliver timely, professional, and brand-aligned customer service across all communication channels, including email, chat, direct messaging, and occasional phone support.
• Create, document, investigate, and resolve customer support tickets, ensuring accurate tracking, timely follow-up, and clear communication throughout the resolution process.
• Ensure customer satisfaction through proactive communication, ownership, and timely issue resolution.
• Apply sound judgment on a case-by-case basis to:
  • Expedite issue resolution
  • Provide thoughtful follow-up
  • Turn challenging situations into positive customer experiences
• Respond to and resolve customer concerns in a timely, professional, and helpful manner.
• Identify recurring customer issues and trends through ticket activity, customer feedback, and online reviews, leveraging available tools—including AI-assisted analysis where appropriate—to recommend improvements to the customer experience, products, and internal processes.
• Maintain accurate customer records and documentation while meeting established service expectations for responsiveness and quality.
• Coordinate with Procurement to support customers regarding potential card buy-back opportunities.
• Partner with Operations, On-Air Operations, Logistics, and other internal teams to ensure seamless customer experiences and accurate information flow.
• Build and maintain strong working relationships with repeat customers, internal stakeholders, and cross-functional teams.
• Model exceptional customer service in every interaction.
• Serve as a positive, professional representative of the WeTheHobby brand.
• Help foster a loyal, engaged, and welcoming collector community.
• Represent company values while helping strengthen customer trust and brand reputation.

Qualifications

• 1–3 years of experience in customer service, customer support, retail, hospitality, or another client-facing environment.
• Strong written and verbal communication skills with a professional, friendly, and confident presence.
• Ability to multitask effectively in a fast-paced, high-volume environment.
• Excellent organizational skills with strong attention to detail and follow-through.
• Comfortable communicating across multiple platforms, including email, chat, live messaging, and customer support systems.
• Experience documenting and managing customer issues through ticketing or CRM platforms is preferred.
• Strong problem-solving skills with sound judgment and the ability to de-escalate customer concerns.
• Demonstrated ability to collaborate effectively across multiple departments.
• Comfortable learning new software platforms and technology.
• Passion for delivering exceptional customer experiences with a continuous improvement mindset.
• Interest in sports, collectibles, live commerce, or a willingness to quickly learn the industry.
• Flexible schedule, including evenings, weekends, and live event coverage as business needs require.
• Growth mindset with the ability to receive coaching and adapt to changing business needs.

Physical Requirements

• Sit or stand at a workstation for extended periods throughout the workday.
• Regularly bend, stoop, reach, or ascend stairs within an office or warehouse environment.
• Lift, carry, and move product cases, shipping materials, and office equipment weighing up to 50 pounds.
• Navigate between office, warehouse, and live production areas while collaborating with multiple teams.

Work Environment

• Modern office setting
• Strong growth opportunities
• Flexible working hours
• Lively atmosphere
• A team that cares about one another
• Welcoming and inclusive culture

Pay

The salary range for this position is $62,353.20 - $65,000 per year, based on location in Rochester, NY, and experience.