Customer Care Content Writer

Collectors Universe; Santa Ana (CA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Educational assistance

Job summary

Collectors Universe, Inc. is seeking a Customer Care Content Writer to join the PSA Customer Care team. This role is fully onsite at our Santa Ana, CA headquarters, five days a week.

You will craft help articles, guides, and FAQs, working with product, support, and engineering to prepare content by launch and reduce knowledge gaps. The ideal candidate has 3+ years in technical writing or related fields, experience with Salesforce and Intercom/Fin, and a knack for translating complex processes

Qualifications

• 3+ years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms (Salesforce and Intercom/Fin).
• Experience modernizing content strategies with AI and LLM tools.
• Ability to turn complex workflows into clear, easy steps.

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 content ready by launch day.
• Review customer feedback and support tickets to identify missing or confusing topics.
• Keep all support documentation accurate, clear, and current.

Skills

Technical writing

Copywriting

Support content

AI/LLM tools

Clear communication

Education

Bachelor degree or equivalent

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