Customer Support Associate

Role overview

A remote customer support role acting as the single point of contact for collectors with questions about products, policies, and services. Reporting to a Customer Service Manager and working Eastern Time hours, the position sits at the front line of the collector experience for a digital collectibles business. The role is designed as a long-term career path, with a documented history of advancement into customer experience, project management, and brand management.

• Liaise with collectors to handle inquiries and issues across products, policies, and services.
• Deliver exemplary service through web message, voice, and email channels.
• Apply sound judgment on a case-by-case basis to expedite resolutions and follow up to ensure collector satisfaction.
• Build and maintain relationships with repeat collectors.
• Develop a thorough knowledge of the product portfolio and release calendar.

• Positive, collector-minded attitude with a genuine passion to serve.
• General knowledge of the trading cards and collectibles industry.
• Strong problem-solving abilities and attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in Microsoft Suite, including Word, Outlook, and Excel.
• Familiarity with contact center performance metrics such as average handle time, CSAT, NPS, and schedule adherence.
• Experience handling customer interactions across web message, voice, and email.
• Willingness and ability to work flexible hours, including evenings and weekends, with schedules that adjust quarterly.

• Remote work, full-time, with hours that may vary.
• Hourly pay rate of $20 to $25 USD.