Escalations Manager, Power Packs

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 an Escalations Manager to own resolution of Power Packs' highest-value and highest-risk customer cases, serving as the definitive decision point when a case is too sensitive, too high-value, or too legally exposed for front-line handling. You'll take cases from intake to resolution - independently verifying the underlying data, applying established judgment frameworks, and knowing exactly when to bring in leadership, Legal, or Finance. This role blends investigation, de-escalation, and cross-functional coordination, and sits at the center of how we protect both the customer relationship and the business on our most sensitive cases.You'll report to the Director, Customer Experience, with flexibility to work from Santa Ana, CA, Jersey City, NJ, or remotely. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process. Travel is not required for this role.What You'll Do:Act as the primary escalation point for cases surfaced by the front-line CS team, reviewing each case and pulling together the supporting data before deciding next stepsIndependently verify customer claims against source data — Card Ladder valuations, sales comps, purchase and spend history, buy-back proceeds, and refund history — before proposing a resolutionApply established decision frameworks across recurring case types, including valuation disputes, tier/probability disputes, hardship refund requests, and mislabeled or damaged item claimsLead direct-to-customer phone calls on sensitive disputes to understand intended outcomes and de-escalate before a case becomes a settlement or legal matterOwn the end-to-end settlement process for cases with legal exposure — routing through Legal for approval, coordinating signed agreements, and submitting refund requests to FinanceKeep the settlement tracker current in real time as cases move through the pipelineFlag judgment calls and precedent-setting cases to the Director, Customer Experience before committing to a resolutionSpot patterns across escalations — repeat disputers, systemic valuation issues, recurring complaint types — and surface them to leadership proactivelyWho You Are:Proven ability to manage sensitive, high-stakes conversations with stakeholders across the business and directly with customers, and drive cases to resolution.Excellent communication, organization, and problem-solving skills.Proficient with Google Sheets / Microsoft Excel.5+ years of experience in customer support, escalations, claims, or trust & safety.Salary Range: The salary range for this position is $94,779-$153,876. Actual compensation on 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 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 activitiesCandidates must be authorized to work in the United States. #LI-remote #BI-remote #BI-hybridCollectors 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 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. 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.SummaryLocation: Santa Ana, CA; Plano, TX; US Remote - Tampa-Saint Petersburg-Clearwater FL; US NJ - Hybrid Jersey City; US Remote - Houston-The Woodlands-Sugar Land TX; US Remote - San Francisco-Oakland-Berkeley CA; US DE - Hybrid; Jersey City, NJ; US CA - Hybrid SNA; US FL – Boca Raton Office; US Remote - San Diego-Chula Vista-Carlsbad CA; US Remote - San Antonio-New Braunfels TX; US Remote - Orlando-Kissimmee-Sanford FL; US Remote - TX Austin; US DE - New Castle - West Basin; US Remote - Sacramento CA; US Remote - Wilmington-Middletown DE; US Remote - Delaware; US NJ - Jersey City; US Remote - Los Angeles-Long Beach-Anaheim CA; US Remote - TX Fort Worth/Arlington; US Remote - New Jersey - Other; US Remote - San Jose-Sunnyvale-Santa Clara CA; US Remote - Jacksonville FL; Ships Landing; US Remote - Dallas TX; Boca Raton, FL; US Remote - Jersey City NJ; US Remote - Miami-Fort Lauderdale-Pompano Beach FL; New Castle, DE; US Local - TX Plano; US Remote - New York NYType: Full time