Manager, 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. 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, 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 Care Manager for our PSA Customer Care division 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 be expected to lead the day-to-day Customer Care Representative’s efforts, servicing the business needs of the PSA division. We are looking for a people manager who is passionate about creating great experiences where brands and customers meet to drive growth. You must also be able to guide their team of Customer Care Representatives through a period of heightened demand for our services, providing mentorship and direction. The right candidate will have a blend of experience across operations, customer service, and leading with a hands on approach and data-driven mindset. You’ll report to the Director, PSA Customer Care and work onsite at our Santa Ana, CA office. Onsite Requirement: This role requires you to be onsite in the office 5 days per week. What You'll Do: 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, to deliver on a customer service experience that is streamlined, optimized, and personalized to the ‘collector’ experience. Be accountable for driving customer satisfaction and for 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. Who You Are: 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. Salary Range: The salary range for this position is $107,000 - $126,000. Actual compensation in 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 Vision Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals 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: Employees receive discounts on select grading services for approved submissions Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Candidates must be authorized to work in the United States. 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 View email address on click.appcast.io. 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 View email address on click.appcast.io. 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. If you are based in California, you can read information for California residents here. 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, and France.