Customer Experience 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. Were 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.

Were looking for a Customer Experience Supervisor to join our Collectors team and drive the operational strategy of the customer experience delivering world-class customer care to fans and collectors around the this role you will lead the day-to-day efforts of the Concierge teams across our Santa Ana CA; Jersey City NJ; Plano TX; Boca Raton FL; and Canada locations.

You will be responsible for developing relationships with key dealers and individual submitters while implementing meaningful metrics and continuous improvements to drive revenue efficiency and customer loyalty. A significant part of this role involves representing Collectors at trade shows conventions and drop-off events planning and executing show strategies leading on-site teams and delivering standout experiences that build lasting fan loyalty.

You will bring a blend of experience in operations customer service leadership and a data-driven mindset along with a passion for creating exceptional experiences where brands and customers connect.

Youll report to the Customer Experience Manager and work onsite at our Jersey City NJ location.

Onsite Requirement:

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

What Youll Do:

• Supervise a team of Customer Experience Representatives across multiple locations ensuring high performance and exceptional service delivery

• Help define implement and track operational KPIs and team metrics with strong reporting skills and a focus on automating delivery of meaningful data

• Drive revenue growth and customer satisfaction through in-person drop-offs events and continuous process improvements

• Lead the implementation of Customer Experience Representative training onboarding and standard operating procedures (SOPs) to ensure consistency and quality at scale

• Partner with the Customer Experience Manager to design and deliver a seamless personalized customer experience strategy supported by data brand insights and technology

• Resolve escalated customer complaints and issues in-person over the phone through email and via social media

• Serve as a leadership resource in Slack and other channels answering team questions and providing guidance to Customer Experience staff

• Assign tasks and duties to Customer Experience team members as needed

• Create and maintain staff schedules across all locations including managing time-off requests and approving timecards in accordance with payroll deadlines

• Track team expenses and verify adherence to travel policies

• Plan and execute team activities maintaining a respectful and motivating work environment

• Take a primary leadership role at trade shows conventions and collector events planning logistics managing on-site staff and ensuring a seamless drop-off and customer experience from start to finish

• Develop and execute strategies for show and event participation including Walk-In Wednesday and other public-facing drop-off events driving both revenue and brand loyalty

• Conduct impactful 1:1s with team members to support their development and performance

• Leverage technology potentially including AI tools with management guidance to assist in resolving issues and recommending process improvements

Who You Are:

• 6 years of customer service experience with 2 years supervising a customer service-based business

• Bachelors or Associates degree or equivalent working experience highly preferred

• Proven track record of implementing process improvements and SOPs to drive consistency speed and quality of customer care at scale

• Demonstrated success supervising teams with the ability to drive influence facilitate change and motivate others

• Excellent communication skills clear and professional in both written and verbal form across positive and challenging situations

• Strong problem-solving abilities: identifies and resolves issues quickly and accurately with limited supervision

• Skilled at time management multitasking and prioritizing work effectively across multiple locations and responsibilities

• Ability to diffuse conflict maintain confidentiality keep emotions under control and remain open to new ideas

• Strong organizational and reporting skills with attention to detail and the ability to work under pressure

• Experience with Salesforce or a similar CRM; implementation experience is a plus

• Hands-on experience attending managing or leading operations at trade shows conventions or collector events comfort with on-site logistics staffing and customer-facing responsibilities in a fast-paced event environment is strongly preferred

• Familiarity with collectibles and the trading card hobby is a plus

Physical Requirements:

• Computer Use: Typing mouse work and extended computer use

• Lifting and Carrying: Ability to lift carry and move materials up to 40 pounds

• Sitting or Standing: Ability to sit or stand for extended periods of time

• Phone Use: Talking on the phone texting and manual dexterity to operate computer and phone systems

• Hearing: Ability to hear alarms signals and verbal instructions

Salary Range:

The salary range for this position is $61396 - $80537. 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 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

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 .

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.