Customer Care Content Writer

Collectors Universe, Inc.; California; On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Paid vacation

Holiday pay

Flexible hours

Employee discounts

Job summary

Collectors Universe, Inc. is seeking a Customer Care Content Writer to join our PSA Customer Care team at the Santa Ana, CA headquarters.

The role focuses on writing and updating help articles, FAQs, and guides, collaborating with product, support, and engineering, and ensuring content stays accurate and aligned with our brand voice. You’ll use AI to enhance critical information and SOPs, reduce customer contacts through self-service content, and improve CSAT with clearer written materials.

Qualifications

• 3+ years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms such as Salesforce and Intercom/Fin.
• Experience modernizing content strategies with AI and LLM tools.

Responsibilities

• Write and update help articles, step-by-step guides, and FAQs.
• Partner with product, support, and engineering teams to learn new features and have support content ready by launch day.
• Review customer feedback and support tickets to find missing or confusing help topics.
• Keep all support documentation accurate, clear, and current.
• Write in simple, helpful language that matches our brand voice.
• Use AI to make critical information and SOPs easier to access.
• Audit automated response performance and maintain the Fin agent guidance repository.
• Reduce customer contacts by expanding self-service content.
• Lower Average Handle Time (AHT) by giving reps accessible SOPs and email templates.
• Improve CSAT through clearer written support content.
• Boost team engagement by addressing workflow friction and knowledge gaps.

Skills

Technical writing

Copywriting

Content creation

AI tooling

Cross-functional collaboration

Tools

Salesforce

Intercom/Fin

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re on the lookout for Customer Care Content Writer to join our PSA Customer Care team to provide world class customer care to our customers around the world. You'll report to the Customer Care Manager and work full-time onsite 5 days a week from our Santa Ana, CA headquarters. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Write and update help articles, step-by-step guides, and FAQs
• Partner with product, support, and engineering teams to learn new features and have support content ready by launch day
• Review customer feedback and support tickets to find missing or confusing help topics
• Keep all support documentation accurate, clear, and current
• Write in simple, helpful language that matches our brand voice
• Use AI to make critical information and SOPs easier to access
• Audit automated response performance and maintain the Fin agent guidance repository
• Reduce customer contacts by expanding self-service content
• Lower Average Handle Time (AHT) by giving reps accessible SOPs and email templates
• Improve CSAT through clearer written support content
• Boost team engagement by addressing workflow friction and knowledge gaps

Who You Are:

• 3+ years of experience in technical writing, copywriting, or support content creation
• Experience with support ticketing or help center platforms (such as Salesforce and Intercom/Fin)
• Experience modernizing content strategies with AI and LLM tools
• Skill at turning complex workflows into clear, easy steps
• Excellent written and verbal communication skills
• Strong organization, attention to detail, and command of grammar
• Ability to work across teams to gather accurate information
• Degree or equivalent professional experience preferred

Physical Requirements:

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Hand Use: Regular hand use for various tasks
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
• Sitting or Standing: Ability to sit or stand for extended periods of time

Hourly Rate: The reasonable estimated hourly rate for this position is $22. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us:

• 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 full-time employees are eligible for paid vacation
• 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

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States.

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 [e-mail].

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.

For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in October 2026. In accordance with NYC Local Law 144, a summary of the most recent independent bias audit of this tool is available from Brighthire . To request information about the type of data collected, its source, and our data retention policy, contact [e-mail].

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.