Head of Customer

Location: Remote (New York, NY, Charleston, SC, Dallas, TX preferred)

Compensation: Competitive salary + health, dental, vision + equity

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. This is a true builder role, owning all customer-facing communications and functions including Customer Support, Collections, and Marketing.

Initially, you will:

• Own the entire customer experience from first touchpoint to ongoing loyalty

• Lead all Customer Support and collections functions

• Drive brand presence and community engagement in the collectibles market

• Design the systems, build the processes, and implement the technology

• Directly manage customer inquiries and marketing initiatives

As volume grows, you will:

• Hire and scale both support and marketing teams

• Transition from player-coach to full leader

• Build a world-class, AI-first support organization

• Establish Collectors Card as the definitive brand in the collector payments space

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 Finance.

What You’ll Do

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)

Until ticket volume justifies expansion, you will:

• Respond directly to customer tickets (email/chat)

• Handle escalations

• Coordinate with risk and compliance on disputes

• Identify recurring friction points and create real-time process improvements

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

Implement an AI-First Support Strategy

We are building a modern fintech company. You will:

• 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.

Lead Marketing for the Collectibles Community

You will own all marketing communications and brand-building efforts, with a deep focus on the collector community. This means:

• Develop and execute a marketing strategy tailored to collectors across sports cards, TCG, comics, and memorabilia

• Build and manage Collectors Card’s voice across email, social, and community channels

• Create campaigns that resonate authentically with collector culture and buying behavior

• Own content strategy and editorial calendar across all customer-facing channels

Influencers & Partner Relationships

• Identify, build, and manage relationships with key influencers in the sports card, TCG, comics, and memorabilia communities

• Negotiate and execute influencer and affiliate partnerships that drive awareness and card adoption

• Develop co-marketing initiatives with marketplaces, grading companies, and other ecosystem partners

• Create ambassador programs that turn passionate collectors into advocates for Collectors Card

• Track and measure influencer ROI and optimize the program over time

Trade Shows & In-Person Events

• Own Collectors Card’s presence at major industry shows including the National Sports Collectors Convention, regional card shows, and TCG events

• Plan and execute booth strategy, brand activations, and in-person cardholder and prospect engagement

• Coordinate logistics, materials, staffing, and partner presence at events

• Identify emerging events and community gatherings worth investing in

• Use trade show presence to generate leads, drive sign-ups, and build brand credibility in the collector community

You are the face of Collectors Card in the collector community.

Scale the Team

Once we reach critical volume, you will:

• Hire and train support agents and marketing staff

• Develop team leads across both functions

• Create performance management systems

• Build a culture of accountability and ownership

• Maintain high CSAT and marketing performance as we grow

You must have experience scaling teams and services.

Operate Cross-Functionally

This role will also support broader startup needs:

• Surface product issues to Engineering

• Work with Risk on chargebacks and disputes

• Connect marketing insights to product development and roadmap

• Help refine onboarding flows and cardholder lifecycle communications

• Contribute to process improvements outside of your direct functions

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

Who You Are

Required

• 5+ years in Customer Support leadership and/or Marketing leadership

• Experience building and scaling customer-facing 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

• Genuine passion for or deep familiarity with the collectibles industry (sports cards, TCG, comics, memorabilia)

• Experience managing influencer programs or community-based marketing

• Fintech, payments, or credit card background

• Experience handling disputes or regulated environments

• AI and automation implementation experience

• Remote team management experience

• Trade show or event marketing experience

Bonus Points

• Built a support or marketing function from 0 to 1

• Active participant in the collectibles community (collector, seller, show attendee)

• Existing relationships with collector influencers, shops, or industry organizations

• 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 with meaningful automation reducing ticket load

• Established strong CSAT and response time benchmarks

• Launched a collector-focused marketing strategy with measurable acquisition impact

• Built and activated an influencer and partner program across key collector communities

• Represented Collectors Card at a major industry trade show

• Hired your first support and/or marketing team members

• Positioned the Customer function as a strategic asset and growth driver

Compensation & Benefits

• Competitive base salary

• Health, dental, and vision coverage

• Flexible PTO

• Equity in the company

• Opportunity to build a foundational function at a fintech startup

Why This Role Matters

In fintech, trust is everything — and in collectibles, community is everything.

The Head of Customer at Collectors Card is not a cost center. This role is a revenue generator, brand builder, and core part of our long-term success. You will be the connective tissue between our product, our collectors, and the broader community that makes this industry great.

We are looking for a leader who is willing to build, operate, scale, and evolve with the company — someone who loves both the craft of great customer experience and the thrill of the collector world.

To Apply

Email hello@collectorscard.com with:

• Your resume

• Your LinkedIn profile

• Two or three sentences on why you’re a fit (and your favorite thing to collect)!

• Specific experience in a customer service and/or marketing role in the collectibles or Fintech space