Collectors · 1 month ago
Customer Care Manager, New Ventures (Markeplace)
New Castle, DE
Full-time
Hybrid
Mid, Senior Level
$118K/yr - $146K/yrCollectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We are seeking a seasoned leader with a passion for problem-solving to serve as the Customer Care Manager for our New Ventures (Marketplace) team, overseeing support operations and managing customer care representatives.
Consumer ApplicationsConsumer ResearchConsumer Software
No H1B
Responsibilities
Mentor the team on de-escalation techniques, technical troubleshooting, and product knowledge to empower them to resolve issues independently
Collaborate with the Customer Care Manager to design and facilitate training that builds mastery in (New Ventures, Marketplace) mechanics, covering the full lifecycle from card redemption to marketplace payouts
Serve as the final point of resolution for complex disputes, financial discrepancies, and account health issues, acting as the last line of defense before escalation to the Director, Customer Experience
Manage a dedicated portfolio of high-value collectors, providing "white-glove" service including direct phone support and prioritized email handling
Drive resolution for urgent inquiries by managing live phone support and actively engaging with the community on social channels like Reddit and Twitter regarding time-sensitive transactions
Act as the operational lead during platform outages or critical bugs, coordinating communication between the technical team and the user base
Analyze escalation trends to identify policy gaps; collaborate with Product and Operations teams to rewrite workflows that reduce friction for both the customer and the support team
Qualification
Required
Seasoned leader with a passion for problem-solving
Experience in people management responsibilities
Ability to provide direction and mentorship to Customer Care Representatives
Deep product knowledge to turn friction into loyalty
Experience in managing VIP or High-Net-Worth client relationships
Superior verbal communication skills
Ability to handle difficult conversations over the phone with composure and professionalism
Ability to thrive under pressure and make sound decisions regarding financial disputes and technical triage
Proficient in data analysis using tools like Google Sheets or Excel
Ability to work independently and meet deadlines in a remote environment
Experience in escalation management for complex disputes, financial discrepancies, and account health issues
Experience in managing live phone support and engaging with the community on social channels
Ability to analyze escalation trends and collaborate with Product and Operations teams to rewrite workflows
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