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Key skills for this role
Own the relationship for the vault's VIP and whale-tier customers, serving as their primary point of contact and the internal source of truth on the status of their items
Design and launch a formal VIP program — defining who qualifies, what the experience looks like at each stage, and how it's measured
Partner closely with the Customer Care team to fit VIP service into existing support workflows rather than building a disconnected parallel process
Assess and respond to non-standard, high-value requests — unusual consignment terms, pricing questions on rare items, and lending-related deposits — where a generic answer won't do
Coordinate directly with Vault Ops and Client Logistics on high-value shipment handling, including white-glove shipping, security pickups, and insurance coordination for valuable transit
Build outbound growth channels for the vault — leveraging social media, collecting communities, and existing relationships to bring new and recurring high-value collectors to the platform
Document recurring VIP procedures and partner with our Process & Standards team to bring them under the same audit standards as our core operations, so exceptional service never comes at the cost of accountability
Escalate incidents with legal, compliance, or reputational exposure promptly and partner cross-functionally to resolve them
Experience managing high-value, high-touch client relationships — in collectibles, luxury goods, financial services, or a comparable field where trust and discretion matter as much as responsiveness
Comfort building a program from scratch rather than inheriting an existing playbook
Strong judgment on when to move fast for a client and when to loop in the right partner
A genuine cross-functional collaborator — this role only works well if Customer Care sees it as a partner, not a workaround
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Familiarity with the trading card or broader collectibles market is a plus
Prior experience with valuation, high-end logistics, or lending-related transactions is a plus
Strong understanding of Google Sheets, Docs, and similar tools
Excellent written and verbal communication skills
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
#LI-Remote #BI-Hybrid #BI-Remote
Collectors uses e-Verify to validate your ability to work legally in the United States.
We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to interviewfraud@collectors.com.
We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.
If you require an accommodation to apply or interview with us due to a disability or special need, please email interviewaccommodation@collectors.com
U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants .
If you are based in California, you can read information for California residents here .
Verified company details for this employer are not available yet.
USD 138824-163322 yearly / year
Full-time
Mid
Hybrid
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