Supervisor, PSA Customer Experience

Collaborative Solutions • Santa Ana, CA

4d • 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, 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 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 Santa Ana, CA 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
• Familiarity with collectibles and the trading card hobby is a plus
• 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

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