Senior Supervisor, PSA Customer Care

Collaborative Solutions•Santa Ana, CA

2d•Onsite

About The Position

Collectors is seeking a Senior Supervisor, PSA Customer Care to drive the operational strategy of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. This role involves leading the day-to-day efforts of Customer Care Representatives, servicing the business needs of the PSA division. The ideal candidate is a people manager passionate about creating great experiences where brands and customers meet to drive growth. The Senior Supervisor will guide their team through periods of heightened demand, providing mentorship and direction. This position requires a blend of experience across operations, customer service, and leadership, with a hands-on and data-driven approach. The role reports to the Director, PSA Customer Care and is an onsite position in Santa Ana, CA.

Requirements

7+ years of customer service-related experience
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
Familiarity with collectibles and the trading card hobby is a plus

Nice To Haves

Implementation experience with Salesforce or a similar CRM is a plus
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