Supervisor, Beckett Customer Care

Supervisor, Beckett 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, the UK, and France.

We're looking for a Supervisor, Beckett Customer Care to lead the daily operations of the Customer Care team while delivering an exceptional customer experience. This role oversees team performance, coaching, operational efficiency, and process improvement to ensure service goals are consistently achieved. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people.

You'll report to the Director, Global Customer Experience and work in-office at our Plano, TX office.

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

What you'll do:

• Lead, coach, and develop Team Leads, and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Assist with hiring, onboarding, workforce planning, and employee engagement.

Who you are:

Required qualifications:

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast-paced environment.

Preferred qualifications:

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience managing customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI-powered customer service tools and workflow automation.

Salary Range:

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. This role may be eligible for bonuses, commissions, or other forms of compensation please ask your recruiter for details.

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 full-time employees are eligible for paid vacation
• 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.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Collectors uses e-Verify to validate your ability to work legally in the United States.

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.