Customer Success Specialist

About Arena Club

Arena Club is building the number one digital marketplace for collectibles. We started by reinventing the hobby with the first-ever digital card show, and we are expanding into new categories so collectors can buy, sell, grade, and showcase everything they care about in one place. Spearheaded by 5x World Series Champion Derek Jeter and serial entrepreneur Brian Lee, our fully digital marketplace is grounded in trust, transparency, and fun, featuring grading and authentication, vaulting, and digital pack openings that let collectors build and display their collections in a personalized online showroom from anywhere in the world.

About the Role

Arena Club’s VIP members are our highest-value collectors and receive dedicated, white-glove support. As a key member of our CX team, you’ll serve as their primary point of contact.

You’ll spend most of your day in direct conversation with VIPs, primarily by text, helping with orders, grading submissions, shipping, and account needs. This role owns each request from intake through resolution. The rest of your time supports the wider CX team, including claims, customer feedback, and partnering with Marketing on VIP campaigns.

This is a customer support role first. The ideal candidate builds trusted customer relationships and prefers to resolve issues directly.

What You Will Do

VIP Support

• Serve as the account manager for Arena Club's VIP members, handling their 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
• Answer questions about VIP tier status and benefits
• Build lasting relationships with VIP members, maintaining knowledge of their collecting interests, preferences, and active account activity
• Partner with Marketing on specialized VIP promotions and campaigns
• Build on and improve the reporting and tracking metrics for VIP activity

General CX Support

• Insurance claims: gather documentation, prepare the claim, and work it through to resolution with carriers and adjusters
• Voice of Customer: review CSAT and customer feedback, surface recurring themes, and bring them to the teams that can fix them
• 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

Qualifications

• 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 a 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