Customer Care Partner, New Venture

Collectors•New Castle, DE

10h•$65,000 - $80,000•Hybrid

About The Position

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris. We're seeking a Customer Care Partner for our New Venture division who will act as the definitive owner of our most sensitive user relationships - operating as a strategic lead, you will bridge the gap between the support floor and management by personally handling critical phone escalations and VIP inquiries with white-glove care. Though this individual contributor role, you will serve as a technical guide for Customer Experience Specialists, using your expertise to drive resolution, build loyalty, and identify opportunities to improve our workflows. You'll report to the Manager, Customer Escalations. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process.

Requirements

Deeply Empathetic: You have a high emotional IQ and can adapt your tone to match the situation, whether you are chatting with a casual user or speaking on the phone with a high-stakes VIP collector.
A Verbal Communicator: Unlike standard support roles that rely heavily on macros, you are comfortable getting on the phone to explain complex mechanics or apologize for errors with confidence and grace.
A Problem Solver: You don’t just report bugs; you investigate them. You enjoy digging into the "why" behind an issue and don't stop until you find a solution.
Operationally Minded: You are constantly looking for a better way to do things. If a process is broken, you take the initiative to fix it or suggest a viable alternative.
Reliable & Autonomous: You can manage your own queue, prioritize VIP requests, and balance long-term project work with daily ticket volume with minimal supervision.

Responsibilities

Advanced Support & Strategic Escalation Tier 2 Resolution: Serve as the final authority for escalated tier 2 tickets, independently resolving complex financial discrepancies, redemption issues, and technical bugs without requiring manager intervention.
High-Risk Decision Making: Own the "final word" on high-dollar or high-risk cases, utilizing decision trees and escalation workflows you’ve designed to ensure consistency and mitigate platform liability.
Crisis Triage & Root Cause Leadership: During outages or high-traffic "drop days," lead the triage effort by managing high-volume queues and spearheading root-cause analysis to prevent future service disruptions.
Technical Subject-Matter Expertise: Act as the primary technical bridge between support and engineering, bypassing frontline troubleshooting to diagnose deep-seated platform glitches.
White-Glove VIP Management: Manage the end-to-end support experience for high-value collectors, ensuring their inquiries receive prioritized, executive-level handling.
Strategic Community Pulse: Monitor social channels (Reddit, Discord, X) to identify sentiment trends. You will not only address inquiries but also recommend and implement policy changes in real-time to protect the brand’s public reputation.
De-escalation Mastery: Own the phone support channel for the most sensitive and volatile issues, utilizing superior verbal communication to regain user trust.
Process Architecture: Beyond spotting gaps, you will design and implement new operational workflows and "clicks-to-resolution" strategies that optimize efficiency for the entire CX organization.
Peer Mentorship & Quality Control: Lead the onboarding of new Specialists through shadow-coaching and by maintaining the "Source of Truth" internal knowledge base.
Voice of the Customer (VoC) Strategy: Serve as a strategic partner to Product and Operations, providing data-backed evidence and leading prevention initiatives to eliminate recurring friction points in the user journey.

Benefits

Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
Vacation: All salaried employees are eligible for flexible time-off
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
Employee Discounts: Employees receive discounts on select grading services for approved submissions
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

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