Business Support Specialist working in administration under the Retail & Hospitality Operations Manager. Ensuring client KPIs and SLAs are met while maintaining effective processes.
About the role
- Customer Care Manager overseeing support operations for collectible technology services. Leading a team to enhance customer satisfaction and resolve critical issues.
Responsibilities
- Team Leadership & Coaching Skill Development: Mentor the team on de-escalation techniques, technical troubleshooting, and product knowledge to empower them to resolve issues independently
- Onboarding & Training: 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
- High-Touch Support & Escalations Escalation Management: 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
- VIP Services: Manage a dedicated portfolio of high-value collectors, providing "white-glove" service including direct phone support and prioritized email handling
- Multi-Channel Support: 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
- Strategy & Operations Incident Response: Act as the operational lead during platform outages or critical bugs, coordinating communication between the technical team and the user base
- Process Optimization: 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
Requirements
- Master Communicator: You possess superior verbal communication skills and are comfortable handling difficult conversations over the phone with composure and professionalism
- Crisis Manager: You thrive under pressure and can make sound decisions regarding financial disputes and technical triage without a predefined script
- Customer Advocate: You have experience managing VIP or High-Net-Worth client relationships and understand the nuances of personalized support
- Analytical: You are proficient in data analysis (using tools like Google Sheets or Excel) to track team metrics, ticket volume, and escalation rates to drive staffing and process decisions
- Autonomy: Ability to work independently and meet deadlines in a remote environment
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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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