Supervisor, Customer Relations

Customer Relations Supervisor

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.

We're looking for a Customer Relations Supervisor to lead the PSA Vault customer relations workstream within CRC. This role owns queue performance, SLAs, escalations, and day-to-day execution for Vault-related CRC work, while serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership.

The supervisor will lead a hybrid customer-relations and operational function focused on Vault-held and Vault-adjacent issues that require CRC handling, pulling, packing, shipping coordination, and customer communication. This includes oversight of cases involving Vault damage, Vault mis-shipments, wrong-account issues, customer-direct Vault issues, label corrections, reholders, and related exception workflows.

This leader will ensure customers receive timely, accurate communication while internal teams execute clean handoffs, correct routing, and high-quality resolutions. The role is embedded in the operations process and works cross-functionally with multiple teams supporting PSA Vault inventory, exception handling, and marketplace-related incidents.

You'll report to the Assistant Manager, PSA Customer Relations and work from our New Castle, DE office location from Tuesday - Saturday 8:00am-5:30pm.

Onsite Requirement:

This role requires you to be onsite in the office 5 days per week.

What You'll Do:

• 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.

Who You Are:

• 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.

Systems & Tools:

This role should be comfortable working across the core Vault CRC toolset, including Salesforce, PSA eBay Store access, Ginza/AG tracking, Korber, WMS, Lightdash, Vault Admin, ProShip, and grading/cert maintenance tools.

Physical Requirements:

• 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.

Salary Range: The salary range for this position is $61,396 - $99,678. 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 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