Customer Care Manager, New Ventures – Marketplace
Collectors
full-time
Posted on:
Location Type: Hybrid
Location: New Castle • 🇺🇸 United States
Visit company websiteSalary
💰 $118,000 - $146,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingdata analysisescalation managementprocess optimizationcard redemptionmarketplace payoutsincident response
Soft skills
team leadershipcoachingverbal communicationcrisis managementcustomer advocacyanalytical thinkingautonomy