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.

Responsibilities

- 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.

Requirements

- 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.

Benefits and work setup

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