Customer Support & Community Engagement Manager

Customer Support & Community Engagement Associate

About Us
Top Floor is a rapidly growing eCommerce business specializing in Sports Cards. Our mission is to bring fans closer to the games and players they love by offering unique memorabilia and live-stream shopping experiences. As our customer base expands, we’re looking for a motivated and detail-oriented individual to join our team.

Role Overview
We’re seeking a driven and customer-focused team member who will play a key role in shaping our customer experience. This position combines Customer Support, Live Chat Moderation, and CRM setup/implementation, ensuring that our fans and collectors receive best-in-class service.

Responsibilities

Provide timely, empathetic, and effective customer support through email, chat, and social channels.

Moderate live stream chats during sales and events to maintain a positive, engaging, and safe community environment.

Assist with CRM setup and implementation, helping us build scalable systems to manage customer interactions and improve response times.

Collaborate with team members to identify common customer pain points and propose solutions.

Document processes and contribute to building a growing Customer Service playbook.

Qualifications

Prior experience in customer support, community management, or CRM administration (preferred, but not required).

Strong communication skills with a customer-first mindset.

Ability to stay organized and thrive in a fast-paced startup environment.

Tech-savvy, with interest in learning and implementing CRM platforms (e.g., HubSpot, Zendesk, Salesforce, or similar).

Passion for sports and collectibles is a plus!

What We Offer

The opportunity to grow with a fast-scaling eCommerce brand.

Hands-on experience in both customer service operations and community engagement.

A collaborative, supportive, and entrepreneurial team culture.

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