Customer Care Supervisor, PSA

About the role

The Customer Care Supervisor, PSA is responsible for driving the operational strategy of the customer experience, focusing on enhancing and delivering exceptional customer service at scale. This role reports to the PSA Sr. Customer Care Manager and is based in Plano, TX.

Responsibilities

• Help define and implement operational and customer care representative team KPIs for delivery of excellent and timely customer support services
• 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
• Be accountable for driving customer satisfaction and ensuring levels are maintained to our company service standards

Requirements

• 6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business
• Bachelor’s or Associate’s degree or equivalent working experience 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 or 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 similar CRM; implementation experience is a plus
• Experience attending trade shows or other events 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 leadership
• Operational management
• Training and development
• Continuous improvement
• Team building

Benefits

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

Pay

The salary range for this position is $67,535 to $79,453. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Schedule

This role requires you to be onsite in the office 5 days per week.