Head of Customer Support

Collectors Card; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

Flexible PTO

Equity issuances for bonuses

Job summary

Collectors Card, located in New York, is looking for a Head of Customer Support. This role involves building and leading the customer support operations from the ground up in a dynamic fintech environment. You will be responsible for implementing support technology, scaling the team, and establishing key performance metrics.

The ideal candidate should have a strong background in customer support leadership, hands-on experience with Zendesk, and a passion for optimizing customer experiences to enhance brand loyalty.

Qualifications

• 5+ years in Customer Support leadership.
• Experience building and scaling support teams.
• Deep Zendesk experience required.

Responsibilities

• Own the entire Customer Support functions.
• Design and implement support processes.
• Directly manage customer inquiries.

Skills

Customer Support leadership

Zendesk configuration

Operational mindset

Problem-solving

Tools

Zendesk

Job description

Compensation: Competitive salary + health, dental, vision + flexible PTO

About Collectors Card

Collectors Card is building the first rewards credit card designed specifically for collectors across sports cards, TCG, comics, memorabilia, and more. We’re a team of fintech operators and collectibles industry veterans building a platform that connects payments, rewards, and the collector ecosystem in a way that has never existed before. This is a chance to join as one of the earliest team members shaping the future of our business.

The Role

We are hiring our first Head of Customer Support. This is a true builder role.

Initially, you will:

• Own the entire Customer Support and collections functions
• Design the systems
• Build the processes
• Implement the technology
• Directly manage customer inquiries
• Hire and scale the support team
• Transition from player‑coach to full leader
• Build a world‑class, AI‑first support organization

This is not a corporate management role. This is a hands‑on startup leadership role.

You will report directly to the executive team and work closely with Product, Compliance, Engineering, and Marketing.

Build Customer Support From the Ground Up

• Architect and optimize Zendesk
• Design workflows, automations, routing logic, and macros
• Build SLAs, support KPIs, and reporting dashboards
• Create documentation and internal knowledge systems
• Establish quality assurance processes
• Create PCI / compliance rule sets

You will define how Customer Support operates at Collectors Card.

Own the Inquiries (Initially)

• Respond directly to customer tickets (email/chat)
• Coordinate with risk and compliance on disputes
• Identify recurring friction points
• Create process improvements in real time

We want someone who embraces this phase, not someone who views it as beneath them.

Implement an AI‑First Support Strategy

• Implement AI‑driven ticket triage
• Deploy chatbots and self‑service tools
• Build a knowledge base that reduces inbound tickets
• Continuously optimize support efficiency

The goal is to scale intelligently, not linearly.

Scale the Team

• Hire and train support agents
• Develop team leads
• Create performance management systems
• Build a culture of accountability and ownership
• Maintain high CSAT as we grow

You must have experience scaling teams and services.

Operate Cross‑Functionally

• Surface product issues to Engineering
• Work with Risk on chargebacks and disputes
• Assist Marketing with customer communications
• Help refine onboarding flows
• Contribute to process improvements outside Support

You should be comfortable wearing multiple hats in a fast‑moving startup.

Who You Are

Required

• 5+ years in Customer Support leadership
• Experience building and scaling support teams
• Deep Zendesk experience (configuration, automation, integrations)
• Experience in startup or high‑growth environments
• Strong operational and analytical mindset
• Comfortable being both strategist and frontline operator
• Bias toward action and problem‑solving

Strongly Preferred

• Fintech, payments, or credit card support experience
• Experience handling disputes or regulated environments
• AI and automation implementation experience
• Remote team management experience
• Familiarity with the collectibles industry

Bonus Points

• Built a support function from 0 to 1
• Experience in both fintech and enthusiast communities
• Experience in compliance‑heavy environments

What Success Looks Like

Within 6–12 months you will have:

• Built a scalable Zendesk infrastructure
• Implemented meaningful automation to reduce ticket load
• Established strong CSAT and response time benchmarks
• Hired your first support team members
• Positioned Customer Support as a strategic asset

• Health, dental, and vision coverage
• Flexible PTO
• Eligible for equity issuances for year‑end bonuses and promotions
• Opportunity to build a foundational function at a fintech startup

Why This Role Matters

In fintech, trust is everything.

Customer Support at Collectors Card is not a cost center, it is a revenue generator and core part of our brand and long‑term success.

We are looking for a leader who is willing to build, operate, scale, and evolve with the company.

The first rewards card built for collectors.

Collectors Card is a financial technology company, not a bank.

This card is issued by partner bank pursuant to a license from Mastercard.

All cards are subject to credit approval.