Head of Customer Support

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

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

As volume grows, you will:

• 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.

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

• 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

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.

Scale the Team

Once we reach critical volume, you will:

• 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

This role will also support broader startup needs:

• 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

Compensation & Benefits

• Competitive base salary

• 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.

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)!

• In 5 bullet points or fewer, describe the most complex Customer Support system you have built or managed.

  Include tools used (Zendesk, Intercom, etc.), automations created, and scale (ticket volume, team size)

• Briefly describe a way you’ve used automation or AI to reduce support workload