Customer Care Partner, Collectors
$57.9-88.5k
Authentication & sale services for high-value collectibles
Be an early applicant
Authentication & sale services for high-value collectibles
501-1000 employees
Be an early applicant
$57.9-88.5k
501-1000 employees
Company mission
To help collectors pursue their passion through industry leading grading and authentication, tools to help collectors research and find the next big thing, and marketplaces to buy and sell.
Role
Who you are
- Bachelor’s degree or equivalent highly preferred, with a minimum of 5 years of experience on a customer service team or customer call center in a service-based environment
- Proven track record of designing and implementing process improvements to drive consistency and quality of customer care delivery at scale
- Collaborative and reliable leader that takes a data driven approach to problem-solving with a strong process focus for continuous improvement and change management
- Strong empathy for customers with a deep passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
- Experience with Salesforce or similar CRM
- Familiarity with collectibles and the trading card, coin, autograph, video game, and/or Funko Pop hobbies is a plus
What the job involves
- We’re looking for our first Customer Care Partner to define and lead the customer experience strategy for a new and evolving service within the Vault
- In this role, you’ll oversee the customer support for an evolving service within the Vault
- You’ll be responsible for reporting on key metrics, tracking the service’s performance and growth, and ensuring customer satisfaction
- As the dedicated Customer Care Partner for this area, you’ll play a critical role in shaping how we support customers by building scalable support processes, managing day-to-day inquiries and escalations, and identifying opportunities to improve the overall experience as the service expands
- As a service based B2C company, we are looking for a leader who is passionate about creating great experiences in the places where brands and customers meet to drive growth
- The Customer Care Partner must also be equipped to guide the department through a period of heightened demand for our services by providing a strong vision and direction, while fostering bottom-up participation from all levels of the organization
- The right candidate will have a blend of experience across operations, customer service, and leadership with a technology and data-driven mindset
- You’ll report to the Manager of Vault Customer Care
- As an individual contributor, there will be no direct reports or supervisory responsibilities
- Help shape and establish customer service processes for a growing and evolving area of the business
- Handle customer inquiries and escalations via email, providing timely and effective resolutions
- Report on customer care KPIs to track service success and support overall growth
- Develop and implement strategies for an optimized, seamless customer experience based on data, customer insights, and technology, focused on the 'collector' experience
- Drive customer satisfaction and maintain service levels according to company standards
- Create support resources that guide both customers and team members through key processes
Our take
Collectors offers a range of services for the collectibles industry including authentication and grading, collectibles research and sourcing tools, and a buy-and-sell marketplace. The industry is going through a huge renaissance, with a particularly high demand for sports and trading games cards, and Collectors has come to the fore as a major name.
While other big companies in the space include Fanatics and Steiner Sports, the fact that Collectors’ is more than a marketplace serves it well. Indeed, its most popular services appear to be grading and authentication, as well as storage vault services.
Collectors’ recent past has been very interesting to watch, as a 2021 acquisition led by current CEO Nat Turner unified the various brands of the former Collectors Universe, which was then relaunched as its current all-in-one platform.
It’s proving to be a shrewd move, as the “new” company’s first fundraise totaled $100 million, followed by an extra $123 million in post-IPO debt funding in 2023. With the collectibles industry forecast to double in value to be worth as much as $700 billion by end of the decade, Collectors is putting itself in a position of serious strength.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Company benefits
- Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
- 401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
- Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
- Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
- Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
- Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.
Company HQ
Santa Ana, CA
Leadership
Nat Turner
(CEO, not founder)Angel investor and well-known sports card collector. As well as being CEO of Collectors, is a board member at OneOncology and former board member at health companies Sema4 and Clover Health. Co-founded and led Flatiron Health (Acquired by Roche) from 2012 - 2022.
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