Vault Customer Care Supervisor - PSA

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

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We're looking for a Customer Care Supervisor to join our PSA Vault Customer Care team to lead our offshore team in delivering exceptional experiences to collectors who trust us with their most prized possessions. You'll provide strategic direction and hands-on leadership to ensure every collector inquiry is resolved with the care and accuracy their collections deserve, while driving operational excellence and fostering a culture of continuous improvement.
 

In this role, you'll be the key connection between our frontline customer care specialists and senior leadership, translating business objectives into actionable team goals. You'll use data-driven insights to optimize processes, mentor and develop team members, and serve as an escalation point for complex collector needs—all while maintaining the high standards collectors expect from PSA.
 

You'll report to the Senior Manager, Customer Care and may work from our Santa Ana, CA, Jersey City, NJ, Plano, TX or New Castle, DE facility. Remote or hybrid candidates will also be considered. 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.
 

Work Schedule: Standard business hours with flexibility required to support customer needs and team coverage across time zones. Occasional evening or weekend work may be required during peak periods or to support offshore team operations.
 

What You'll Do:

• Supervise, hire, train, and develop a team of customer care specialists, conducting regular performance reviews and fostering professional growth opportunities

• Manage and prioritize collector inquiries and escalations to ensure timely, accurate resolutions that honor the trust collectors place in us

• Monitor and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and service level achievement to drive continuous improvement

• Design and implement process improvements that enhance the quality and consistency of customer care delivery at scale

• Create and maintain support resources, documentation, and knowledge base articles that empower both collectors and team members

• Assign work, schedule staff, and oversee daily operations to ensure adequate coverage and workflow efficiency across time zones

• Serve as an escalation point for complex customer issues, providing clear guidance during periods of heightened demand

• Present regular reports on team metrics, customer feedback, and operational health to inform strategic decisions

• Lead by example and be a champion of all company policies, including safety, attendance & security

Who You Are:

• You have a minimum of 2 years leading or managing teams with direct supervisory responsibility, including hiring, training, performance management, and disciplinary actions

• You bring at least 2 years of full-time customer service experience in a service-based, business-to-consumer (B2C) environment, preferably in a call center or contact center setting

• You've successfully designed and implemented process improvements that resulted in measurable enhancements to customer care delivery

• You're proficient with CRM systems (Salesforce or similar) and use data-driven approaches to solve problems and make decisions

• You possess excellent verbal and written communication skills and can effectively interact with customers, team members, and senior leadership

• You're organized, can manage multiple priorities in fast-paced environments, and remain calm under pressure

• You have a customer service orientation with strong empathy for collectors and commitment to delivering exceptional experiences

• You're collaborative, process-focused, and committed to continuous improvement and change management

• You understand recurring revenue business models and the value drivers that impact customer retention and growth

• Familiarity with collectibles industries including trading cards, coins, autographs, video games, and/or Funko Pop hobbies is a plus

• Bachelor's degree in Business Administration, Communications, or related field, or equivalent combination of education and experience

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

Salary Range: The nationwide salary range for this position is $57,920 - $94,035. 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
   

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. 

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 [email protected].

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 [email protected].

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.