Customer Success Specialist

About Arena Club
Arena Club is building the number one digital marketplace for collectibles. We started by reinventing the hobby with the first-ever digital card show, and we are expanding into new categories so collectors can buy, sell, grade, and showcase everything they care about in one place. Spearheaded by 5x World Series Champion Derek Jeter and serial entrepreneur Brian Lee, our fully digital marketplace is grounded in trust, transparency, and fun, featuring grading and authentication, vaulting, and digital pack openings that let collectors build and display their collections in a personalized online showroom from anywhere in the world.
About the Role
Arena Club’s VIP members are our highest-value collectors and receive dedicated, white-glove support. As a key member of our CX team, you’ll serve as their primary point of contact.
You’ll spend most of your day in direct conversation with VIPs, primarily by text, helping with orders, grading submissions, shipping, and account needs. This role owns each request from intake through resolution. The rest of your time supports the wider CX team, including claims, customer feedback, and partnering with Marketing on VIP campaigns.
This is a customer support role first. The ideal candidate builds trusted customer relationships and prefers to resolve issues directly.
What You Will Do
VIP Support
Serve as the account manager for Arena Club's VIP members, handling their day-to-day questions and requests primarily by text, plus email and phone as needed
Own VIP requests end to end, coordinating with Operations on fulfillment and following up through delivery
Manage VIP-specific benefits and requests
Answer questions about VIP tier status and benefits
Build lasting relationships with VIP members, maintaining knowledge of their collecting interests, preferences, and active account activity
Partner with Marketing on specialized VIP promotions and campaigns
Build on and improve the reporting and tracking metrics for VIP activity
General CX Support
Insurance claims: gather documentation, prepare the claim, and work it through to resolution with carriers and adjusters
Voice of Customer: review CSAT and customer feedback, surface recurring themes, and bring them to the teams that can fix them
Support the CX team on escalations as needed
Work with the Director of CX on ad hoc projects and maintain visibility into broader CX priorities
Qualifications
2+ years of experience in customer support, account management, sales, hospitality, or a related high-touch service role with direct ownership of customer relationships
Excellent written communication skills, with the ability to balance a personal and professional tone in text-based communication
Strong sense of ownership and follow-through
Availability to respond to time-sensitive VIP requests during evenings and weekends, including during drops, auctions, and peak delivery periods
Strong organizational skills, with the ability to manage a high volume of concurrent customer conversations
Sound judgment in resolving issues independently, escalating appropriately, and declining requests when necessary
Proven ability to collaborate cross-functionally with Operations, Grading, Marketing, and Product to drive issues to resolution
Familiarity with sports or trading cards, or other collectibles
Comfort using AI tools to cut repetitive work and improve response times
Preferred Qualifications
Experience with Zendesk, Gladly, Metabase, Stripe, or shipping and logistics platforms
Direct or indirect experience supporting high-value or high-net-worth customers
Exposure to loyalty or VIP programs in collectibles, gaming, hospitality, or e-commerce
The base salary range listed is a guideline. Actual compensation is determined based on skills, experience, and the impact you bring. Total compensation includes base salary, bonus, and equity.
Salary Range
$65,000—$110,000 USD