Customer Care Supervisor, PCGS

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. Were always on the lookout for talented people to join our growing team.

Our services span collectible coins trading cards Funko Pops! video games event tickets autographs and memorabilia. Our subsidiaries include PSA PCGS SGC WATA and Card Ladder.

Since our founding in 1986 we have graded and authenticated millions of items. We employ more than 1900 people across our headquarters in Santa Ana and offices in Jersey City Tokyo Shanghai Hong Kong Toronto Guadalajara Dallas and Paris.

Were looking for a Customer Care Supervisor to drive the operational strategy of the customer experience with a focus on enhancing and delivering exceptional customer this role youll be expected to lead the day-to-day Customer Care Representatives efforts servicing the business needs of the PCGS division. We are looking for a Supervisor who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Customer Care Supervisor must also be equipped to guide their team of Customer Care Representatives through a period of heightened demand for our services by providing mentorship and direction for the team. The right candidate will have a blend of experience across operations customer service and leading with a hands on approach and data-driven mindset.

Youll report to the Sr. Supervisor of PCGS Customer Service and work onsite at our Santa Ana CA office headquarters.

What Youll Do:

• Help define and implement operational and customer care representative team KPIs for delivery of excellent and timely customer support services

• Ensure the PCGS 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 Manager 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 ensuring levels are maintained to our company service standards.

Who You Are:

• 6 years of customer service related experience with 2 years supervising a customer service or call center team in a service-based business

• Bachelors or Associates degree or equivalent working experience 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 or 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 similar CRM; implementation experience is a plus.

• Experience attending trade shows or other events is a plus.

• Familiarity with collectibles and the numismatic industry is a plus.

Salary Range: The salary range for this position is $70000 - $80000. 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

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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

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 .

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If you are based in California you can read information for California residents here.