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Salary: USD 65,000 - 110,000 / annual
Arena Club is building a digital marketplace for collectibles, reinventing the hobby with digital card shows and expanding into new categories. The company enables collectors to buy, sell, grade, and showcase collections in one place, with features including grading and authentication, vaulting, and digital pack openings. The platform is led by 5x World Series Champion Derek Jeter and serial entrepreneur Brian Lee.
As a Customer Success Specialist, you will serve as the primary point of contact for Arena Club's VIP members—the highest-value collectors who receive dedicated, white-glove support. You'll spend most of your day in direct conversation with VIPs, primarily via text, helping with orders, grading submissions, shipping, and account needs. You own each request from intake through resolution.
Key responsibilities include:
**VIP Support:**
- Serve as account manager for VIP members, handling day-to-day questions and requests primarily by text, plus email and phone as needed
- Own VIP requests end-to-end, coordinating with Operations on fulfillment and following up through delivery
- Manage VIP-specific benefits and requests, and answer questions about tier status
- Build lasting relationships with VIP members, maintaining knowledge of their collecting interests, preferences, and account activity
- Partner with Marketing on specialized VIP promotions and campaigns
- Build and improve reporting and tracking metrics for VIP activity
**General CX Support:**
- Handle insurance claims: gather documentation, prepare claims, and work through resolution with carriers and adjusters
- Review CSAT and customer feedback, surface recurring themes, and bring them to relevant teams
- Support the CX team on escalations as needed
- Work with the Director of CX on ad hoc projects and maintain visibility into broader CX priorities
The remainder of your time supports the wider CX team on claims, customer feedback, and VIP campaigns. This is fundamentally a customer support role where the ideal candidate builds trusted customer relationships and prefers to resolve issues directly.
**Requirements:**
- 2+ years of experience in customer support, account management, sales, hospitality, or a related high-touch service role with direct ownership of customer relationships
- Excellent written communication skills, with the ability to balance personal and professional tone in text-based communication
- Strong sense of ownership and follow-through
- Availability to respond to time-sensitive VIP requests during evenings and weekends, including during drops, auctions, and peak delivery periods
- Strong organizational skills with the ability to manage a high volume of concurrent customer conversations
- Sound judgment in resolving issues independently, escalating appropriately, and declining requests when necessary
- Proven ability to collaborate cross-functionally with Operations, Grading, Marketing, and Product to drive issues to resolution
- Familiarity with sports or trading cards, or other collectibles
- Comfort using AI tools to cut repetitive work and improve response times
**Preferred Qualifications:**
- Experience with Zendesk, Gladly, Metabase, Stripe, or shipping and logistics platforms
- Direct or indirect experience supporting high-value or high-net-worth customers
- Exposure to loyalty or VIP programs in collectibles, gaming, hospitality, or e-commerce
