Customer Experience Associate

Customer Experience Associate

We The Hobby  Rochester, New York, United States

We The Hobbyis  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

Strong growth opportunities

Flexible working hours

Lively atmosphereA team that cares about one another

Welcoming and inclusive culture

Since ourinceptionin 2021,We The Hobbyhas  grown dramatically (and profitably) with over 150 full-time staff and 250,000+ followers across our social and marketplace channels. Weoperateat 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!

See us in action on Whatnot:

See us in action on Fanatics Live:https://(Use the "Apply for this Job" box below).-hobby

Find us onsocial: @wethehobby (Instagram, Twitter, You Tube, Tik Tok, Facebook)

The Customer Experience Associate is responsible fordeliveringan exceptional customer experience across allWe The Hobbyplatforms . 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. Join a forward-thinking team that is redefining the sportscollectiblesexperience while helping build one of the industry's fastest-growing communities.

• 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, ensuringaccuratetracking,timely follow-up, and clear communication throughout the resolution process.
• Ensure customer satisfaction through proactive communication, ownership, andtimelyissue resolution.
• Apply sound judgment on a case-by-case basis to:
  
  Expedite issue resolution
  
  Provide thoughtful follow-up Turnchallenging situations into positive customer experiences
  
  Respond to and resolve customer concerns ina 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.
  
  Maintainaccuratecustomer records and documentation while meeting established service expectations for responsiveness and quality.

• Coordinate with Procurement to support customersregardingpotential cardbuy-back opportunities.
• Partner with Operations, On-Air Operations, Logistics, and other internal teams to ensure seamless customerexperiencesandaccurateinformation flow.
• Build andmaintainstrong 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 theWe The Hobbybrand .
• Help foster a loyal, engaged, and welcoming collector community.
• Representcompany values while helping strengthen customer trust and brand reputation.

• 1–3 years of experience in…