Collectors · 4 days ago
Customer Care Partner, New Venture
New Castle, DE
Full-time
Hybrid
Mid, Senior Level
$65K/yr - $80K/yrCollectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We’re seeking a Customer Care Partner for our New Venture division who will manage sensitive user relationships, handle critical escalations, and serve as a technical guide for Customer Experience Specialists.
Consumer ApplicationsConsumer ResearchConsumer Software
Responsibilities
Serve as the final authority for escalated tier 2 tickets, independently resolving complex financial discrepancies, redemption issues, and technical bugs without requiring manager intervention
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
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
Act as the primary technical bridge between support and engineering, bypassing frontline troubleshooting to diagnose deep-seated platform glitches
Manage the end-to-end support experience for high-value collectors, ensuring their inquiries receive prioritized, executive-level handling
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
Own the phone support channel for the most sensitive and volatile issues, utilizing superior verbal communication to regain user trust
Beyond spotting gaps, you will design and implement new operational workflows and 'clicks-to-resolution' strategies that optimize efficiency for the entire CX organization
Lead the onboarding of new Specialists through shadow-coaching and by maintaining the 'Source of Truth' internal knowledge base
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
Qualification
Required
Serve as the final authority for escalated tier 2 tickets, independently resolving complex financial discrepancies, redemption issues, and technical bugs without requiring manager intervention
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
Lead the triage effort by managing high-volume queues and spearheading root-cause analysis to prevent future service disruptions
Act as the primary technical bridge between support and engineering, bypassing frontline troubleshooting to diagnose deep-seated platform glitches
Manage the end-to-end support experience for high-value collectors, ensuring their inquiries receive prioritized, executive-level handling
Monitor social channels (Reddit, Discord, X) to identify sentiment trends and recommend and implement policy changes in real-time to protect the brand's public reputation
Own the phone support channel for the most sensitive and volatile issues, utilizing superior verbal communication to regain user trust
Design and implement new operational workflows and 'clicks-to-resolution' strategies that optimize efficiency for the entire CX organization
Lead the onboarding of new Specialists through shadow-coaching and by maintaining the 'Source of Truth' internal knowledge base
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
You have a high emotional IQ and can adapt your tone to match the situation
You are comfortable getting on the phone to explain complex mechanics or apologize for errors with confidence and grace
You enjoy digging into the 'why' behind an issue and don't stop until you find a solution
You are constantly looking for a better way to do things
You can manage your own queue, prioritize VIP requests, and balance long-term project work with daily ticket volume with minimal supervision
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
Company
Collectors
Collectors offers authentication and sale services for high-value collectibles.
Founded in 1986
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$100M2022-03-30Private Equity· $100M
1999-11-12IPO
Leadership Team
Nat Turner
CEO
Jack Archer
Creative Director
Recent News
Sports Business Journal
2025-12-16
Orange County Business Journal
2025-10-25
2025-05-16
Company data provided by crunchbase