Job Title: Customer Support Specialist (Hobby Store – Board Games, Trading Cards & Toys)

Department: Customer Experience / Support

Reports To: Support Manager or Store Manager

Role Overview

We’re looking for a knowledgeable and friendly Customer Support Specialist to assist customers via phone, live chat, and email. This role focuses on delivering fast, accurate, and helpful support to hobby enthusiasts, helping them with product questions, orders, and general inquiries related to board games, trading cards, and toys.

Key Responsibilities

Customer Support

• Respond to customer inquiries via phone, live chat, and email in a timely and professional manner
• Provide product recommendations based on customer needs and experience level
• Assist with order status, shipping issues, returns, and exchanges
• Resolve customer concerns with empathy and efficiency

Product Knowledge

• Maintain strong knowledge of board games, trading card games (e.g., gameplay basics, releases), and toys
• Stay up to date on new arrivals, pre-orders, and popular items
• Explain rules, compatibility, and product differences clearly to customers

Order & Account Support

• Help customers place orders and navigate the website
• Troubleshoot payment or checkout issues
• Update customer accounts and order details as needed

Communication & Documentation

• Accurately log customer interactions in support systems
• Identify common issues and suggest improvements to FAQs or processes
• Collaborate with warehouse and retail teams to resolve order-related issues

Qualifications

• Previous customer service experience (retail, e-commerce, or support center preferred)
• Strong written and verbal communication skills
• Interest in or familiarity with board games, trading cards, or hobby products
• Comfortable multitasking across phone, chat, and email platforms
• Problem-solving mindset with attention to detail
• Basic computer skills and ability to learn support software

Preferred Skills

• Experience with helpdesk tools (e.g., Zendesk, Freshdesk, or similar)
• Knowledge of popular trading card games or tabletop gaming communities
• Experience handling online orders or e-commerce platforms

Key Traits

• Friendly and patient attitude
• Passion for helping customers
• Reliability and ability to manage time effectively
• Adaptability in a fast-paced environment

Working Conditions

• May include evenings, weekends, and peak periods (e.g., product launches, holidays)
• In office

Success Metrics

• Customer satisfaction (CSAT) scores
• Response and resolution times
• Accuracy of information provided
• Customer retention and positive feedback