Customer Care Manager, Vault

About the role

The Customer Care Manager, Vault is responsible for driving the operational strategy of the customer experience, focusing on enhancing and delivering exceptional customer service at scale. Reporting to the Sr. Customer Care Manager, this role is based in Santa Ana, CA.

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 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

Requirements

• 7+ years of customer service-related experience, with 3+ years of people management experience for a 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

Qualifications

• Authorized to work in the United States

Skills

• Customer Service
• Team Management
• Data Analysis
• Process Improvement
• Communication
• Conflict Resolution

Benefits

• Health Insurance
• Additional Benefits
• 401(k) Matching Plan
• Vacation
• Holiday Pay
• Employee Discounts
• Flexible Hours

Pay

The salary range for this position is $94,779 - $124,327. Actual compensation in this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Schedule

Full-time, onsite position in Santa Ana, CA.