Customer Service Associate

Base pay range

$62,353.20/yr - $67,000.00/yr

We The Hobby is a thriving sports entertainment company with global reach, headquartered in Rochester, NY. We value creativity, diversity, innovation, dedication, and our community!

Our work environment includes:

• Modern office setting
• Lively atmosphere
• A team that cares about one another
• Welcoming and inclusive culture

Since our inception in 2021, We The Hobby  has grown dramatically (and profitably) with over 150 full‑time staff and 250,000+ followers across our social and marketplace channels. We operate at the intersection of entertainment, sports, and eCommerce, revolutionizing the way fans engage with sports cards. If you are an outgoing leader who thrives in sales‑driven environments and understands the power of entertainment to drive commerce, this is the role for you!

The Customer Service Associate is responsible for delivering an exceptional customer experience across all We The Hobby  platforms. This individual will serve as a frontline brand ambassador, managing customer communication 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 revenue growth, customer trust, and brand reputation.

This role is on‑site at our innovative sports card store in the Neighborhood of the Arts in Rochester, NY. Join a forward‑thinking team, raising the standards of sports collectibles, and playing a major role in an explosive and exciting industry.

• Oversee and manage direct messages across all streaming platforms, including Fanatics Live and Whatnot
• Respond to customer inquiries during live streams and through email
• Answer questions related:
  • Shipping issues and delays
  • Orders, products, and show participation
• Deliver timely, professional, and compliant customer service across all communication channels, including: email, chat, direct messaging, and occasional phone support

• Ensure customer and viewer satisfaction through proactive communication and fast resolution
• Apply strong judgment on a case‑by‑case basis to:
  • Expedite issue resolution
  • Provide thoughtful follow‑ups
  • Turn challenges into positive experiences
• Respond to and resolve all customer service inquiries in a timely, helpful, and brand‑aligned manner

• Coordinate with Procurement to manage and support customers on potential card buy‑back opportunities
• Partner with internal teams to ensure seamless service and accurate information flow
• Build and maintain strong relationships with: repeat customers, operations, on‑air operations, and internal support teams

• Model exemplary customer service in all interactions
• Act as a positive, professional representative of the We The Hobby  brand
• Help build and sustain a loyal, engaged collector community

• 1–3 years of experience in customer service, customer support, retail, hospitality, or a related client‑facing role
• Strong written and verbal communication skills with a professional, friendly, and confident presence
• Ability to multitask effectively in a fast‑paced, live‑commerce or high‑volume environment
• High attention to detail with excellent follow‑through and organizational skills
• Comfortable communicating across multiple platforms including chat, email, and live messaging
• Strong problem‑solving skills with sound judgment and the ability to de‑escalate customer concerns
• Demonstrated ability to work cross‑functionally with Operations, Procurement, and On‑Air teams
• Basic computer proficiency and comfort learning new platforms and tools quickly
• Passion for customer experience and a mindset focused on service excellence
• Knowledge of sports, collectibles, or live selling platforms is strongly preferred (or a clear willingness to learn)
• Flexible schedule availability, including evenings, weekends, and live show coverage as needed
• Growth‑oriented mindset with the ability to accept coaching and constructive…