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 recent 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

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📌 Hobbiesville Support Staff (Ontario)
🏢 Hobbiesville
📍 Ontario