Supervisor, Beckett Customer Care

Collaborative Solutions • Plano, TX

2d • 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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We’re looking for a Supervisor, Beckett Customer Care to lead the daily operations of the Customer Care team while delivering an exceptional customer experience. This role oversees team performance, coaching, operational efficiency, and process improvement to ensure service goals are consistently achieved. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people. You’ll report to the Director, Global Customer Experience and work in-office at our Plano, TX offi ce . Onsite requirement: This role requires you to be onsite in the office 5 days per week.

Requirements

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast-paced environment.
• Candidates must be authorized to work in the United States.

Nice To Haves

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience managing customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI-powered customer service tools and workflow automation.

Responsibilities

• Lead, coach, and develop Team Leads, and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Assist with hiring, onboarding, workforce planning, and employee engagement.

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 full-time employees are eligible for paid vacation
• 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: No Education Listed