Customer Success Specialist

Arena Club•Los Angeles, CA

7d•$65,000 - $110,000

About The Position

Arena Club is hiring a Customer Success Specialist to provide dedicated, white-glove support to its highest-value collectors, known as VIP members. The role serves as the primary point of contact for VIPs and focuses mainly on direct customer conversations, primarily by text, with email and phone support as needed. The specialist owns each request from intake through resolution, including coordinating with Operations on fulfillment and following up through delivery. The role also supports the wider Customer Experience team through insurance claims, customer feedback analysis, escalations, and ad hoc projects. This is a customer support-first role for someone who builds trusted customer relationships and prefers to resolve issues directly. The specialist will maintain familiarity with members’ collecting interests, preferences, and account activity; support VIP benefits and campaigns; and help improve VIP activity reporting and tracking. The position requires availability for time-sensitive requests during evenings and weekends, including drops, auctions, and peak delivery periods.

Requirements

At least 2 years of experience in customer support, account management, sales, hospitality, or a related high-touch service role with direct ownership of customer relationships.
Excellent written communication skills and the ability to balance a personal and professional tone in text-based communication.
Strong sense of ownership and follow-through.
Availability to respond to time-sensitive VIP requests during evenings and weekends, including during drops, auctions, and peak delivery periods.
Strong organizational skills and the ability to manage a high volume of concurrent customer conversations.
Sound judgment to resolve issues independently, escalate appropriately, and decline requests when necessary.
Ability to collaborate cross-functionally with Operations, Grading, Marketing, and Product to drive issues to resolution.
Familiarity with sports or trading cards, or other collectibles.
Comfort using AI tools to reduce repetitive work and improve response times.

Nice To Haves

Experience with Zendesk, Gladly, Metabase, Stripe, or shipping and logistics platforms.
Direct or indirect experience supporting high-value or high-net-worth customers.
Exposure to loyalty or VIP programs in collectibles, gaming, hospitality, or e-commerce.

Responsibilities

Serve as the account manager and primary point of contact for Arena Club VIP members, handling day-to-day questions and requests primarily by text, as well as by email and phone when needed.
Own VIP requests from intake through resolution, coordinating with Operations on fulfillment and following up through delivery.
Manage VIP-specific benefits and requests, and answer questions about VIP tier status and benefits.
Build lasting relationships with VIP members and maintain knowledge of their collecting interests, preferences, and active account activity.
Partner with Marketing on specialized VIP promotions and campaigns.
Build and improve reporting and tracking metrics for VIP activity.
Gather documentation for insurance claims, prepare claims, and work with carriers and adjusters through resolution.
Review CSAT and customer feedback, identify recurring themes, and share them with teams that can address them.
Support the CX team on escalations as needed.
Work with the Director of CX on ad hoc projects and maintain visibility into broader CX priorities.