Manager, PSA Customer Care

About the role

The Customer Care Manager will lead the operational strategy of the customer experience within the PSA Customer Care division. This role focuses on enhancing and delivering exceptional customer service at scale, managing a team of Customer Care Representatives.

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 Director and Customer Care Managers 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 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 4+ 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

Qualifications

• Passionate about creating great experiences where brands and customers meet to drive growth
• Hands-on approach and data-driven mindset
• Onsite Requirement: This role requires you to be onsite in the office 5 days per week

Skills

• Strong leadership and management skills
• Excellent communication and interpersonal skills
• Data analysis and decision-making skills
• Customer service experience
• Team management experience
• CRM experience (optional)
• Knowledge of collectibles and trading cards (optional)

Benefits

Salary Range: $107,000 - $126,000
Health Insurance
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
401(K) Matching Plan
Vacation
Holiday Pay
Employee Discounts
Flexible Hours

Pay

$107,000 - $126,000

Schedule

Onsite Requirement: This role requires you to be onsite in the office 5 days per week