Collector Experience Representative

About the role

Serve as a primary point of contact for collectors and sellers, managing inquiries and escalations across listings, transactions, account issues, and policy enforcement.
Deliver exceptional support across multiple channels, including chat, email, phone, and social platforms.
Investigate and resolve complex support cases with urgency and care, ensuring long-term solutions and satisfied users.
Collaborate cross-functionally with Product, Legal, Engineering, and Operations teams to address systemic issues and drive improvements in trust, safety, and policy.
Proactively identify trends, root causes, and friction points, and advocate for scalable improvements to tools, workflows, and policies.
Maintain detailed case documentation and insights in internal CRM and support.

Qualifications

• Minimum 3 years of experience in customer experience, escalations, or seller support, ideally within ecommerce, marketplaces, or collectibles environments.
• Exceptional verbal and written communication skills, with a calm and empathetic approach under pressure.
• Highly organized with strong attention to detail, follow-through, and time.
• Strong critical thinking and analytical capabilities to resolve complex customer and operational issues efficiently.
• Demonstrated ability to write clear, brand-aligned, and empathetic responses across all support channels.
• Must successfully complete a written assessment to evaluate writing skills, customer judgment, and problem-solving mindset.
• Proven track record of cross-functional collaboration and the ability to influence outcomes across teams.
• Proficient with CRM platforms such as Zendesk, Kustomer, or Salesforce, and adept with modern support technologies.
• Passion for collectibles and a deep understanding of collector behavior.

Other

• Flexibility to work evenings, weekends, holidays, and overtime based on business needs, including live events, launches, and peak periods.