Customer Experience Supervisor

Collectors • Jersey City, NJ

5d • $61,396 - $80,537 • Onsite

About The Position

We're looking for a Customer Experience Supervisor to join our Collectors team and drive the operational strategy of the customer experience, delivering world-class customer care to fans and collectors around the globe. In this role, you will lead the day-to-day efforts of the Concierge teams across our Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL; and Canada locations. You will be responsible for developing relationships with key dealers and individual submitters, while implementing meaningful metrics and continuous improvements to drive revenue, efficiency, and customer loyalty. A significant part of this role involves representing Collectors at trade shows, conventions, and drop-off events — planning and executing show strategies, leading on-site teams, and delivering standout experiences that build lasting fan loyalty. You will bring a blend of experience in operations, customer service leadership, and a data-driven mindset — along with a passion for creating exceptional experiences where brands and customers connect. You’ll report to the Customer Experience Manager and work onsite at our Jersey City, NJ location. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

Requirements

• 6+ years of customer service experience, with 2+ years supervising a customer service-based business
• Bachelor's or Associate's degree, or equivalent working experience, highly preferred
• Proven track record of implementing process improvements and SOPs to drive consistency, speed, and quality of customer care at scale
• Demonstrated success supervising teams, with the ability to drive influence, facilitate change, and motivate others
• Excellent communication skills — clear and professional in both written and verbal form across positive and challenging situations
• Strong problem-solving abilities: identifies and resolves issues quickly and accurately with limited supervision
• Skilled at time management, multitasking, and prioritizing work effectively across multiple locations and responsibilities
• Ability to diffuse conflict, maintain confidentiality, keep emotions under control, and remain open to new ideas
• Strong organizational and reporting skills, with attention to detail and the ability to work under pressure
• Experience with Salesforce or a similar CRM; implementation experience is a plus
• Hands-on experience attending, managing, or leading operations at trade shows, conventions, or collector events — comfort with on-site logistics, staffing, and customer-facing responsibilities in a fast-paced event environment is strongly preferred
• Computer Use: Typing, mouse work, and extended computer use
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Sitting or Standing: Ability to sit or stand for extended periods of time
• Phone Use: Talking on the phone, texting, and manual dexterity to operate computer and phone systems
• Hearing: Ability to hear alarms, signals, and verbal instructions

Nice To Haves

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

Responsibilities

• Supervise a team of Customer Experience Representatives across multiple locations, ensuring high performance and exceptional service delivery
• Help define, implement, and track operational KPIs and team metrics, with strong reporting skills and a focus on automating delivery of meaningful data
• Drive revenue growth and customer satisfaction through in-person drop-offs, events, and continuous process improvements
• Lead the implementation of Customer Experience Representative training, onboarding, and standard operating procedures (SOPs) to ensure consistency and quality at scale
• Partner with the Customer Experience Manager to design and deliver a seamless, personalized customer experience strategy supported by data, brand insights, and technology
• Resolve escalated customer complaints and issues in-person, over the phone, through email, and via social media
• Serve as a leadership resource in Slack and other channels, answering team questions and providing guidance to Customer Experience staff
• Assign tasks and duties to Customer Experience team members as needed
• Create and maintain staff schedules across all locations, including managing time-off requests and approving timecards in accordance with payroll deadlines
• Track team expenses and verify adherence to travel policies
• Plan and execute team activities, maintaining a respectful and motivating work environment
• Take a primary leadership role at trade shows, conventions, and collector events — planning logistics, managing on-site staff, and ensuring a seamless drop-off and customer experience from start to finish
• Develop and execute strategies for show and event participation, including Walk-In Wednesday and other public-facing drop-off events, driving both revenue and brand loyalty
• Conduct impactful 1:1s with team members to support their development and performance
• Leverage technology — potentially including AI tools with management guidance — to assist in resolving issues and recommending process improvements

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: Associate degree