Supervisor, PSA Customer Experience

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. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We're looking for a Customer Experience Supervisor to join our Collectors team and drive the operational strategy of the customer experience, delivering world-class customer care to fans and collectors around the globe. In this role, you will lead the day-to-day efforts of the Concierge teams across our Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL; and Canada locations. You will be responsible for developing relationships with key dealers and individual submitters, while implementing meaningful metrics and continuous improvements to drive revenue, efficiency, and customer loyalty. A significant part of this role involves representing Collectors at trade shows, conventions, and drop-off events — planning and executing show strategies, leading on-site teams, and delivering standout experiences that build lasting fan loyalty. You will bring a blend of experience in operations, customer service leadership, and a data-driven mindset — along with a passion for creating exceptional experiences where brands and customers connect. You’ll report to the Customer Experience Manager and work onsite at our Santa Ana, CA location. This role requires you to be onsite in the office 5 days per week. What You'll Do Supervise a team of Customer Experience Representatives across multiple locations, ensuring high performance and exceptional service deliveryHelp define, implement, and track operational KPIs and team metrics, with strong reporting skills and a focus on automating delivery of meaningful dataDrive revenue growth and customer satisfaction through in-person drop-offs, events, and continuous process improvementsLead the implementation of Customer Experience Representative training, onboarding, and standard operating procedures (SOPs) to ensure consistency and quality at scalePartner with the Customer Experience Manager to design and deliver a seamless, personalized customer experience strategy supported by data, brand insights, and technologyResolve escalated customer complaints and issues in-person, over the phone, through email, and via social mediaServe as a leadership resource in Slack and other channels, answering team questions and providing guidance to Customer Experience staffAssign tasks and duties to Customer Experience team members as neededCreate and maintain staff schedules across all locations, including managing time-off requests and approving timecards in accordance with payroll deadlinesTrack team expenses and verify adherence to travel policiesPlan and execute team activities, maintaining a respectful and motivating work environmentTake a primary leadership role at trade shows, conventions, and collector events — planning logistics, managing on-site staff, and ensuring a seamless drop-off and customer experience from start to finishDevelop and execute strategies for show and event participation, including Walk-In Wednesday and other public-facing drop-off events, driving both revenue and brand loyaltyConduct impactful 1:1s with team members to support their development and performanceLeverage technology — potentially including AI tools with management guidance — to assist in resolving issues and recommending process improvements Who You Are 6+ years of customer service experience, with 2+ years supervising a customer service-based businessBachelor's or Associate's degree, or equivalent working experience, highly preferredProven track record of implementing process improvements and SOPs to drive consistency, speed, and quality of customer care at scaleDemonstrated success supervising teams, with the ability to drive influence, facilitate change, and motivate othersExcellent communication skills — clear and professional in both written and verbal form across positive and challenging situationsStrong problem-solving abilities: identifies and resolves issues quickly and accurately with limited supervisionSkilled at time management, multitasking, and prioritizing work effectively across multiple locations and responsibilitiesAbility to diffuse conflict, maintain confidentiality, keep emotions under control, and remain open to new ideasStrong organizational and reporting skills, with attention to detail and the ability to work under pressureExperience with Salesforce or a similar CRM; implementation experience is a plusHands-on experience attending, managing, or leading operations at trade shows, conventions, or collector events — comfort with on-site logistics, staffing, and customer-facing responsibilities in a fast-paced event environment is strongly preferredFamiliarity with collectibles and the trading card hobby is a plus Physical Requirements Computer Use: Typing, mouse work, and extended computer useLifting and Carrying: Ability to lift, carry, and move materials up to 40 poundsSitting or Standing: Ability to sit or stand for extended periods of timePhone Use: Talking on the phone, texting, and manual dexterity to operate computer and phone systemsHearing: Ability to hear alarms, signals, and verbal instructions Salary Range: The salary range for this position is $72,000 - $75,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. Reasons To Join Us Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and VisionAdditional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goalsVacation: All salaried employees are eligible for flexible time-offHoliday Pay: All regular, full-time employees are eligible for ten company paid holidaysEmployee Discounts: Employees receive discounts on select grading services for approved submissionsFlexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needsFun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to interviewfraud@collectors.com. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support. If you require an accommodation to apply or interview with us due to a disability or special need, please email interviewaccommodation@collectors.com. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in September 2026. In accordance with NYC Local Law 144, a summary of the most recent independent bias audit of this tool is available from Brighthire . To request information about the type of data collected, its source, and our data retention policy, contact ta-operations@collectors.com.