Supervisor, Customer Relations

About the role

The Customer Relations Supervisor will lead the PSA Vault customer relations workstream within Customer Relations Center (CRC). This role oversees queue performance, Service Level Agreements (SLAs), escalations, and daily execution for Vault-related CRC work, serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership.

Responsibilities

• Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.
• Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.
• Lead and coach team members handling Vault damage, misshipped and misrouted items, wrong-account issues, customer-direct Vault concerns, label corrections, reholders, and related exception cases.
• Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.
• Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.
• Use Lightdash and operational tools to monitor Vault damage, misshipments, missing-cert trends, and business-line activity to improve prioritization and reduce repeat issues.
• Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.
• Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.

Requirements

• Strong experience in customer relations, operations, or exception-based case management in a fast-paced environment.
• Able to lead escalated and high-complexity work while balancing customer communication with operational execution.
• Skilled in cross-functional communication and partnership building across operations, leadership, and support teams.
• Comfortable working in Salesforce and work order-driven environments, with strong documentation and follow-through habits.
• Highly detail-oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately.
• Familiar with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory.
• Able to coach teammates, reinforce process standards, and help drive department improvements.

Who You Are

You are a strong candidate if you have:

• Experience in customer relations, operations, or exception-based case management in a fast-paced environment.
• Ability to lead escalated and high-complexity work while balancing customer communication with operational execution.
• Skills in cross-functional communication and partnership building across operations, leadership, and support teams.
• Comfortable working in Salesforce and work order-driven environments, with strong documentation and follow-through habits.
• Highly detail-oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately.
• Familiarity with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory.
• Able to coach teammates, reinforce process standards, and help drive department improvements.

Systems & Tools

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.
• Hand Use: Regular hand use for various tasks.
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
• Sitting or Standing: Ability to sit or stand for extended periods of time.

Success Measures

• Time to first touch on Vault CRC cases.
• Time to resolution for Vault-related CRC work.
• Time to physically pull, pack, and route items correctly.
• Reduction in repeat Vault mis-shipments and damage recurrences.
• Accurate business-line tagging and clean cross-functional handoffs.

Pay

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