Job Title: Customer Support Specialist (Hobby Store – Board Games, Trading Cards & Toys)Department: Customer Experience / SupportReports To: Support Manager or Store ManagerRole OverviewWe'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 ResponsibilitiesCustomer SupportRespond to customer inquiries via phone, live chat, and email in a timely and professional mannerProvide product recommendations based on customer needs and experience levelAssist with order status, shipping issues, returns, and exchangesResolve customer concerns with empathy and efficiencyProduct KnowledgeMaintain strong knowledge of board games, trading card games (e.G., gameplay basics, releases), and toysStay up to date on recent arrivals, pre-orders, and popular itemsExplain rules, compatibility,



and product differences clearly to customersOrder & Account SupportHelp customers place orders and navigate the websiteTroubleshoot payment or checkout issuesUpdate customer accounts and order details as neededCommunication & DocumentationAccurately log customer interactions in support systemsIdentify common issues and suggest improvements to FAQs or processesCollaborate with warehouse and retail teams to resolve order-related issuesQualificationsPrevious customer service experience (retail, e-commerce, or support center preferred)Strong written and verbal communication skillsInterest in or familiarity with board games, trading cards, or hobby productsComfortable multitasking across phone, chat, and email platformsProblem-solving mindset with attention to detailBasic computer skills and ability to learn support softwarePreferred SkillsExperience with helpdesk tools (e.G., Zendesk, Freshdesk, or similar)Knowledge of popular trading card games or tabletop gaming communitiesExperience handling online orders or e-commerce platformsKey TraitsFriendly and patient attitudePassion for helping customersReliability and ability to manage time effectivelyAdaptability in a fast-paced environmentWorking ConditionsMay include evenings, weekends, and peak periods (e.G., product launches, holidays)In officeSuccess MetricsCustomer satisfaction (CSAT) scoresResponse and resolution timesAccuracy of information providedCustomer retention and positive feedback

📌 Hobbiesville Support Staff (Toronto)
🏢 Hobbiesville
📍 Toronto