Customer Experience Specialist

About the Role

Punt is an innovative social casino platform on a fast growth trajectory, and we are looking for an experienced, hobby-fluent problem solver to own the hard cases in the world of collectibles - Pokémon, sports cards, Magic the Gathering, NBA/NFL memorabilia, pack rips, grading reveals, and plus all sorts of other epic loot.

The online entertainment such as collectibles and card-breaking hobby is louder than it has ever been, and the collectors driving it expect more than a canned reply. When a pull does not land, a shipment goes quiet, or a withdrawal stalls, they want an answer from someone who knows the hobby and has the authority to fix it.

That is this role. You own the escalations, you run the investigations, and you hold the quality bar for the front line. The core challenge is resolving complex, high-emotion cases quickly without ever sounding like a script.

Collectibles is where this team starts, not where it ends. As our product portfolio grows, you may have the opportunity to take on support for other verticals, so you should be comfortable learning a new product fast and carrying the same standard into it.

This position is offered as a contract engagement, with the opportunity to convert to a full-time permanent role based on business need and performance.

Position Details

• Location: Vancouver, British Columbia. This is an in-office role.
• Schedule: All shifts available (24/7), including overnights and weekends.
• Eligibility: Must have full authorization to work in Canada.

Key Responsibilities

Escalation Management

• Own escalated and complex cases end to end, from first handoff to final resolution, including the ones with no precedent to follow.
• Make the call on policy exceptions, goodwill, refunds, and account actions within your authority, and escalate cleanly and with full context beyond it.
• Resolve shipping and fulfillment exceptions with partners: delayed, lost, damaged, or mis-shipped orders.
• Handle high-value collectors and high-emotion situations with discretion, patience, and precision.
• Hold response and resolution targets on escalated queues, and flag early when a case is going to miss.

Investigation

• Reconstruct what actually happened by working across internal admin tools, partner systems, transaction histories, and logs.
• Verify disputed outcomes, such as pack results, order contents, balances, and redemptions, against system records before responding.
• Write reproducible bug reports with the steps, the account, the timestamps, and the expected versus actual result, so Engineering can act without a follow-up.
• Partner with internal partner teams on suspicious activity, payment anomalies, chargebacks, and duplicate or linked accounts.
• Connect single tickets into patterns, and raise an emerging defect before it turns into volume.

Quality and Enablement

• Review front-line tickets against a defined quality rubric and deliver specific, usable coaching rather than scores alone.
• Take part in calibration sessions so the team grades and resolves consistently.
• Close knowledge gaps by writing and maintaining macros, help center articles, and internal process documentation.
• Support onboarding and ongoing training for new Customer Support Representatives.
• Feed trends, defects, and friction points to Customer Experience leadership with the data behind them.
• Help define escalation paths, service levels, and processes as the product scales.

Who You Are

• Experience: 4+ years in customer support, including time on escalations, investigations, or a senior tier. Payments, e-commerce, marketplace, or fulfillment exposure is a strong plus.
• Hobby Knowledge: You speak fluent collector language, or you are genuinely eager to learn it fast. Set lists, release tiers, case hits, card grading, and market values are a real advantage.
• Investigative Instinct: You dig through tools, logs, and transaction histories to find out what happened instead of guessing, and you know when you have enough to act.
• Written Clarity: You write explanations a frustrated customer understands on the first read, and reports an engineer can act on without asking you anything.
• Quality Mindset: Comfortable giving peers direct, specific feedback, and comfortable receiving it.
• Adaptability: You can pick up an unfamiliar product and get to real depth quickly, which matters as we add verticals.
• Tooling: Hands-on with help desk and CRM platforms, and quick to pick up new internal and vendor tools.
• Composure: Steady judgment on ambiguous policy calls and difficult customers.

Why You'll Love This Role

• Passion for Collectibles: Ideal for hobby enthusiasts who get to engage directly with popular collectibles like Pokémon, sports cards, and memorabilia.
• True Ownership: Empowers you to take charge of complex escalations and make meaningful calls on policy exceptions and high-value resolutions.
• Growth Opportunities: Offers the chance to expand beyond collectibles into new product verticals as the company scales.
• Investigative Variety: Combines customer support with deep investigative work across internal tools, logs, and partner systems to solve unique problems