Customer Service Associate

WeTheHobby; City of Rochester (NY); On-site; USD 62,353 - 67,000; Full time

Benefits offered by this job

Modern office setting

Welcoming and inclusive culture

Team-oriented environment

Job summary

A thriving sports entertainment company in Rochester, NY seeks a Customer Service Associate to deliver exceptional customer experiences across various platforms. This role requires overseeing direct messages during live streams and responding to customer inquiries in real time. The ideal candidate will have 1–3 years of experience in customer service, possess strong communication skills, and have a passion for creating positive customer experiences. Join a forward-thinking team in a lively atmosphere that values creativity and collaboration.

Qualifications

• 1–3 years of experience in customer service or a related client-facing role.
• Strong written and verbal communication skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Oversee direct messages across all streaming platforms.
• Respond to customer inquiries during live streams.
• Ensure customer and viewer satisfaction.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Attention to detail

Job description

Base pay range

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

Driving a Superior Customer Service Experience | Focused on Increasing Customer Satisfaction & Engagement

WeTheHobby 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, WeTheHobby 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 WeTheHobby 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.

Responsibilities:

• 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

Customer Satisfaction & Issue Resolution

• 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

Cross‑Functional Collaboration

• 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

Community & Brand Representation

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

Qualifications:

• 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 feedback

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 of time
• Regularly bend, stoop, or ascend stairs in an office environment
• Lift and carry items such as product cases, shipping and receiving equipment, and small office equipment weighing up to 50 pounds
• Navigate a typical office setting, including attending in‑person meetings or collaborating across departments
• Availability to work 4:00 pm – 12:00 am EST along with weekends as needed.

Compensation:

The salary range for this position is $62,353.20 – $67,000, based on location in Rochester, NY, and experience.

To comply with Federal law, WeTheHobby participates in E‑Verify. All newly hired employees are verified through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to confirm their identity and employment eligibility.

Seniority level

Not Applicable

Employment type

Full‑time

Job function

Customer Service

Industries: Media Production