Customer Care Manager, PSA

Collectors • Santa Ana, CA

2d • $72,438 - $95,022 • Onsite

About The Position

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 2,200 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris. We’re looking for a Customer Care Manager, PSA to drive the operational strategy of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. In this role, you’ll be expected to lead the day-to-day Customer Care Representative’s efforts, servicing the business needs of the PSA division. We are looking for a People Manager who is passionate about creating great experiences where brands and customers meet to drive growth. The Customer Care Manager must also be able to guide their team of Customer Care Representatives through a period of heightened demand for our services, providing mentorship and direction. The right candidate will have a blend of experience across operations, customer service, and leading with a hands on approach and data-driven mindset. You’ll report to the PSA Sr. Customer Care Manager and work onsite at our Santa Ana, CA office.

Requirements

• 7+ years of customer service-related experience, with 3+ years supervising a customer service or call center team in a service-based business
• A bachelor’s or Associate’s degree or equivalent working experience is highly preferred
• Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed, and quality of customer care delivery at scale.
• Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change.
• Proven supervisory abilities and skilled at making forward-thinking decisions to motivate and build effective teams to maximize performance and effect organizational change.
• Clear and professional oral and written communication skills in both positive and negative situations.
• Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas, and try new things
• Experience with Salesforce or a similar CRM; implementation experience is a plus.

Nice To Haves

• Familiarity with collectibles and the trading card hobby is a plus.

Responsibilities

• Help define and implement operational and customer care representative team KPIs for the delivery of excellent and timely customer support services
• Use data to drive decisions and operational changes.
• Ensure the PSA Customer Care Representative team is staffed to support customer service business growth
• Implement and drive continuous improvement to Customer Care Representative training and onboarding.
• Partner with the Customer Care Manager to collaborate in designing and delivering a seamless customer experience strategy supported by data, brand insights, and technology, to deliver on a customer service experience that is streamlined, optimized, and personalized to the ‘collector’ experience.
• Be accountable for driving customer satisfaction and for ensuring levels are maintained in line with our company's service standards.
• Directly manage a team of agents, fostering a positive environment while promoting growth, accountability, and performance.
• Balance the needs of the customers, agents, and the company to ensure success for all.

Benefits

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All salaried employees are eligible for flexible time-off
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree