Customer Care Supervisor, PSA Vault

Collectors

103d • $57,920 - $94,035

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, WATA, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 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 Supervisor to lead a team of off-shore Customer Care Representatives within our PSA Vault line of business. As a service based B2C company, we are looking for a leader who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Customer Care Supervisor must also be equipped to guide the department through a period of heightened demand for our services by providing a strong vision and direction, while fostering bottom-up participation from all levels of the organization. The right candidate will have a blend of experience across operations, customer service, and leadership with a technology and data-driven mindset, and a proven ability to lead and develop a team. You’ll report to the Manager, Customer Care and work from our Santa Ana, CA or Jersey City, NJ office. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process.

Requirements

• Bachelor’s degree or equivalent highly preferred.
• Minimum of 5 years of experience on a customer service team or customer call center in a service-based environment.
• At least 2 years in a leadership or managerial role with direct reports.
• Proven track record of designing and implementing process improvements to drive consistency and quality of customer care delivery at scale.
• Collaborative and reliable leader that takes a data driven approach to problem-solving with a strong process focus for continuous improvement and change management.
• Strong empathy for customers with a deep passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models.
• Experience with Salesforce or similar CRM.
• Familiarity with collectibles and the trading card, coin, autograph, video game, and/or Funko Pop hobbies is a plus.

Responsibilities

• Lead, mentor, and develop a team of customer care specialists, fostering a positive and productive work environment.
• Manage and prioritize customer inquiries and escalations via email, ensuring timely and effective resolutions.
• Report on customer care KPIs to track service success and support overall growth, and use data to drive team performance.
• Develop and implement strategies for an optimized, seamless customer experience based on data, customer insights, and technology, focused on the 'collector' experience.
• Drive customer satisfaction and maintain service levels according to company standards, ensuring team adherence to service level agreements.
• Create support resources that guide both customers and team members through key processes, and empower your team to effectively use these resources.
• Conduct regular performance reviews, provide constructive feedback, and identify training opportunities for your team.
• Lead by example and be a champion of all company policies, including safety, attendance & security.

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: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees