Supervisor, PSA Customer Care

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.

About the role

We’re looking for a Customer Care Supervisor, PSA to drive the operational strategy of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. In this role, you’ll lead the day-to-day efforts of Customer Care Representatives, servicing the business needs of the PSA division. The ideal candidate is passionate about creating great experiences where brands and customers meet to drive growth and can guide their team through periods of heightened demand by providing mentorship and direction. You’ll report to the PSA Sr. Customer Care Manager and work onsite at our Plano, TX office.

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, to deliver a streamlined, optimized, and personalized ‘collector’ experience
• 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 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 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

Schedule

• Work shift: 9am–7pm CST, 4 days a week
• Onsite requirement: This role requires you to be onsite in the office 5 days per week

Pay

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

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: Competitive 401k matching plan
• 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: Discounts on select grading services for approved submissions
• Flexible Hours: Many teams offer flexible schedules with varying shifts
• Fun Working Environment: Team members are invited to participate in celebrations, holiday events, and team-building activities