Customer Experience Associate

Customer Experience Associate WeTheHobby Rochester, New York, United States About this position WeTheHobbyis 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 settingStrong growthopportunitiesFlexible working hoursLively atmosphereA team that cares about one anotherWelcoming and inclusive culture Since ourinceptionin 2021,WeTheHobbyhas 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: Find us onsocial: @wethehobby (Instagram, Twitter, YouTube, TikTok, Facebook) About the Role The Customer Experience Associateis responsible fordeliveringan exceptionalcustomer experience across allWeTheHobbyplatforms. 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 theindustry's fastest-growing communities. Customer Communication & Engagement 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. Answerquestions related to:Shipping issues and delaysOrders, products, and show participationGeneral customer support needsDelivertimely, professional, and brand-aligned customer service across all communication channels, including email, chat, direct messaging, and occasional phone support. Customer Satisfaction & Issue Resolution Create, document, investigate, and resolve customer support tickets, ensuringaccuratetracking,timelyfollow-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 resolutionProvide thoughtful follow-upTurnchallenging situations into positive customer experiencesRespond to and resolve customer concerns ina timely, professional, and helpful manner.Identifyrecurring customer issues and trends through ticket activity, customer feedback, and online reviews,leveragingavailable tools—including AI-assisted analysis whereappropriate—to recommend improvements to the customer experience, products, and internal processes.Maintainaccuratecustomer records and documentation while meeting established service expectations for responsiveness and quality. Cross-Functional Collaboration 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. Community & Brand Representation Model exceptional customer service in every interaction. Serve as a positive, professional representative of theWeTheHobbybrand. Help foster a loyal, engaged, and welcoming collector community. Representcompany 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. Comfortablecommunicatingacross 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 quicklylearnthe industry. Flexibleschedule, 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 While this is primarily a desk-based role, the employee must be able to: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. Compensation: Thesalary rangefor this position is$62,353.20 - $65,000, based on location in Rochester, NY, and experience.Tocomply withFederal law,WeTheHobbyparticipates in E-Verify. All newly hired employees are verified through this electronic systemestablishedby the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility. The pay range for this role is: 62,353.20 - 650,000 USD per year(23 Arlington Street) #J-18808-Ljbffr WeTheHobby