Customer Experience Specialist – Live Card Breaks

Rippling; Las Vegas (NV); On-site; USD 38,000 - 58,000; Full time

Job summary

Cancelled Breaks is seeking a customer support specialist in Las Vegas to deliver professional, empathetic assistance across chat, email, and other channels. You will resolve issues, represent the brand with enthusiasm, and help drive customer loyalty through personalized interactions.

The role requires strong communication, problem-solving, and detail-oriented skills, with a collaborative mindset and knowledge of sports trading cards. Typical hours are Mon–Fri with occasional overtime.

Qualifications

• Minimum of 2 years of verifiable professional customer service experience.
• Experience in a digital/online customer service environment.
• Exceptional verbal and written communication skills.
• Strong critical thinking, problem-solving, and conflict-resolution skills.
• Proficient computer skills with the ability to quickly learn new systems.
• Exceptional attention to detail with the ability to prioritize, troubleshoot, and resolve issues accurately.

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.
• 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.
• Build meaningful relationships with customers through effective communication, professionalism, and a commitment to delivering an outstanding customer experience.

Skills

Customer service

Digital channels

Verbal communication

Written communication

Problem solving

Attention to detail

Team collaboration

Sports knowledge

TCG knowledge

Conflict resolution

Job description

Cancelled Breaks is seeking a customer support specialist in Las Vegas to deliver professional, empathetic assistance across chat, email, and other channels. You will resolve issues, represent the brand with enthusiasm, and help drive customer loyalty through personalized interactions.

The role requires strong communication, problem-solving, and detail-oriented skills, with a collaborative mindset and knowledge of sports trading cards. Typical hours are Mon–Fri with occasional overtime.