What are the responsibilities and job description for the Senior Customer Service Representative position at Technical Authentication & Grading (TAG)?
About TAG
TAG Grading is the most technologically advanced card grading company in the hobby. We built an automated grading system from the ground up, one that aims to eliminate subjectivity, documents every flaw, and gives collectors the clarity and confidence legacy graders never could. We're growing fast, investing heavily, and building the infrastructure to match the trust our collectors have placed in us.
The Role
Our collectors trust us with cards that matter to them including grails, investments, and pieces they've chased for years. When something goes wrong or a question comes up, you're the person who makes it right. This role is about owning cases end-to-end: understanding the issue, communicating clearly, and resolving it with the same precision and transparency TAG puts into every grade.
You'll be working alongside a small, high-ownership team handling a real volume of complex cases including order issues, grading questions, shipping claims, and everything in between. This isn't a scripted support role. It requires judgment, strong writing, and the ability to represent TAG's voice under pressure.
What You'll Do
- Manage a daily queue of complex customer cases across email and chat including order issues, grading disputes, refunds and insurance claims, shipping claims, account corrections, and submission questions
- Own each case through to resolution: investigate, communicate, follow up, and close without letting things fall through
- Write clear, on-brand responses that reflect TAG's voice in a way that is precise, human, and never robotic
- Identify recurring issues and flag them to the team lead so root causes get addressed, not just symptoms
- Maintain accurate case notes and records in our CS platform so handoffs are clean and nothing gets lost
- Support onboarding documentation and internal knowledge base as the team grows
What We're Looking For
- 3 years in a customer service, customer experience, or client-facing operations role, preferably in a high-volume environment where cases were complex, not scripted
- Exceptional written communication with the ability to write with clarity and warmth, and you can represent a premium brand without sounding stiff or corporate
- High ownership mentality — you don't close a ticket because it's been long enough, you close it because it's actually resolved
- Comfortable with CS platforms and internal tools; able to pick up new systems quickly
- Calm under volume with the ability to manage a full queue without letting urgency become sloppiness
- Available to work on-site in Los Angeles full-time
Nice to Have
- Experience in e-commerce, physical goods fulfillment, or a product with a passionate collector or hobbyist community
- Hands-on experience with Intercom or a comparable modern CS platform (Zendesk, Freshdesk, etc.)
- Familiarity with trading cards, sports cards, or the grading space and an understanding of why this matters to people
- Background supporting a premium or tech-forward brand where the customer experience is part of the product
Why TAG
We're not a legacy company coasting on name recognition. We're building something the hobby has never seen, and customer experience is central to whether collectors trust us or don't. The person in this role will have direct, visible impact on thousands of collectors and genuine room to grow as the team scales.
If you want a role where the work is real, the standards are high, and what you do every day actually matters to the people on the other end, this is it.