Customer Relations Specialist

Job Description

Job Description

Customer Relations Specialist

Las Vegas, NV

Who We Are:

Cancelled Breaks is a fast-moving, high-energy start-up at the forefront of live-streamed sports and TCG card breaking entertainment. We’re redefining the hobby with electrifying live shows, bold creativity, and an authentic community that fuels everything we do.

Driven by passion, not just for cards, but for the culture and excitement around them. We bring nonstop energy, real engagement, and unforgettable experiences to our audience every day. Our rapid growth is powered by innovation, teamwork, and a shared obsession for delivering premium entertainment with personality.

If you thrive in an environment that moves fast, thinks big, and celebrates the trading card world with raw enthusiasm, you’ll fit right in. This isn’t just a job; it’s a front-row seat to shaping the future of the hobby.

Job Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely, professional, and empathetic support across all communication channels.
• Deliver exceptional customer experiences by resolving concerns efficiently while consistently exceeding customer expectations.
• Represent the Cancelled Breaks brand with professionalism, enthusiasm, and authenticity in every customer interaction.
• Drive customer retention by creating positive, personalized experiences that foster long-term customer loyalty.
• Support customer retention initiatives through proactive outreach, thoughtful follow-up, and relationship-building.
• Monitor customer feedback, trends, and recurring concerns, providing recommendations to improve the overall customer experience and retention efforts.
• Investigate customer concerns and determine the legitimacy of complaints through careful review of order details, shipping records, tracking information, and available video documentation.
• Build trust and confidence by resolving customer issues fairly, consistently, and in accordance with company policies.
• Create exceptional experiences for both new and returning customers, ensuring every interaction reinforces brand loyalty.
• Develop and maintain comprehensive knowledge of company products, services, promotions, and policies to provide accurate and informed customer support.
• Maintain thorough and accurate documentation of customer interactions, resolutions, and follow-up activities within company systems.
• Partner with Shipping, Live Streaming, Inventory, and other internal departments to investigate issues, resolve customer concerns, and ensure seamless service.
• Analyze customer inquiry trends and recurring issues, providing actionable recommendations to improve processes, reduce friction, and enhance operational efficiency.
• Build meaningful relationships with customers through effective communication, professionalism, and a commitment to delivering an outstanding customer experience.

Job Qualifications

• Verifiable professional experience in customer service, preferably supporting customers via chat, email, or other digital communication channels.
• Exceptional verbal and written communication skills with the ability to communicate professionally and effectively.
• Strong critical thinking, problem-solving, and conflict-resolution skills.
• Proficient computer skills with the ability to quickly learn new systems.
• Demonstrated history of taking initiative, assuming ownership, and driving customer-focused projects to successful completion.
• Exceptional attention to detail with the ability to prioritize, troubleshoot, and resolve issues accurately.
• Collaborative team player with the ability to build strong working relationships across departments.
• Required knowledge of professional sports, including the NBA and NFL.
• Leadership potential with the desire and capability to grow into a people management role.
• Knowledge of sports trading cards and trading card games (TCGs) is strongly preferred.

Salary and Schedule

• Salary range $22-25/hr depending on experience
• Full time hours with flexible schedule
• In Office Role (not a remote job)