Customer Service Specialist

Cancelled Breaks; Las Vegas (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Cancelled Breaks is seeking a customer service advocate to join our fast-moving live-streamed sports and trading card community in Las Vegas. You will handle inquiries across chat, email, and phone, delivering empathetic, timely support and upholding the brand’s energetic, authentic stance.

The role emphasizes problem-solving, documentation, cross-department collaboration (Shipping, Live Streaming, Inventory), and building lasting trust with customers.

Qualifications

• Minimum of 2 years of verifiable professional customer service experience in digital channels.
• Experience in a digital/online customer service environment required.
• Excellent verbal and written communication skills.
• Strong problem-solving, critical thinking and conflict-resolution abilities.
• Ability to learn new systems quickly and work across departments.
• Knowledge of professional sports (NFL/NBA/MLB) and interest in trading cards a plus.

Responsibilities

• Serve as the primary contact for customer inquiries across chat, email, and other channels.
• Deliver empathetic, timely support and exceed customer expectations.
• Represent the brand with professionalism and authentic customer interactions.
• Drive retention by creating positive, personalized experiences.
• Document interactions and resolutions thoroughly in company systems.
• Coordinate with Shipping, Live Streaming, Inventory and other teams to resolve issues.

Skills

Customer service

Communication

Problem solving

Attention to detail

Team collaboration

Sports knowledge

Job description

About this position

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.
• 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 through effective communication, professionalism, and a commitment to delivering an outstanding customer experience.

Job Qualifications

• Minimum of 2 years of verifiable professional customer service experience assisting customers through chat, email, or other digital communication channels.
• This position requires experience in a digital/online customer service environment. Retail or in-person customer service experience does not meet this requirement.
• 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.
• 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.
• Strong knowledge of professional sports (NFL, NBA, MLB)
• Knowledge of sports trading cards and trading card games (TCGs) is strongly preferred.

Salary and Schedule

• Mon - Fri 9 am - 5:30 pm with occasional overtime or weekend days

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