Director of Customer Service
Turn your passion for collecting into a career at Collectors. We're the leader in third-party authentication and grading services for high-value collectibles including trading cards (Professional Sports Authenticator), coins (Professional Coin Grading Services), video games (Wata), event tickets, autographs, and memorabilia. If you’re a collectibles enthusiast, or if you want to help us in leading the global expansion of the collectibles market through our values of integrity, teamwork, and innovation, we’d love to hear from you.
We are seeking a Head of Customer Service to drive the operational strategy and strategic direction of the customer experience, with a focus on enhancing and delivering exceptional customer service at scale. In this role, you’ll be expected to lead the day-to-day Customer Service efforts, servicing the business needs of our Professional Coin Grading Service (PCGS) and Professional Sports Authenticator (PSA) divisions. As a service based B2C company, we are looking for a leader who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Head of Customer Service must also be equipped to guide the department through a period of heightened demand for our services by providing a strong vision and direction for the team, while fostering bottom-up participation from all levels of the organization. The right candidate will have a blend of experience across operations, customer service, and leadership with a technology mindset.
This position is based in our California headquarters.
What You’ll Do:
- Design and deliver on 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
- Accountable for driving customer satisfaction and ensuring levels are maintained to our company service standards
- Drive the development and continuous education of the customer service organization by establishing a knowledge management center, which can include: development of instructional design, content development, and CS other team resources to support exceptional customer interactions
- Evaluate trends and problems to determine strategies to enhance the customer experience, and resolve known pain points through process improvement and advancing use of technology to accelerate performance
- Define and set operational and customer care team KPIs for delivery of services in support of driving significant revenue and profit growth
- Partner closely with Technology, Product, and Marketing leaders to ensure high visibility into customer issues
- Ensure CS teams are staffed to support business growth, with a focus on attracting, developing and retaining high performing talent and leveraging data to track and evaluate organizational performance
Who You Are:
- Bachelor’s degree or equivalent highly preferred, with a minimum of 10+ years of experience managing a customer service team or customer call center in a service-based business
- Proven track record of designing and implementing processes to drive consistency, increased speed and quality of customer care delivery at scale
- Demonstrated success as a change agent, with both a willingness and ability to drive through influence and facilitate change
- Collaborative and reliable leader that takes a data driven approach to problem-solving with a strong process focus for continuous improvement
- Strong empathy for customers with a deep passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models
- Proven leadership ability and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change
Bonus
- Familiarity with collectibles and the trading card, coin, and/or autograph hobbies makes for more genuine conversations with Collectors customers
Reasons To Join Us:
- Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
- 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
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].
About Collectors
Collectors is the leading provider of value-added services to the collectible’s markets. We authenticate and grade collectible coins, trading cards, video games, event tickets, autographs, and memorabilia through our subsidiaries, which include Professional Sports Authenticators (PSA), Professional Coin Grading Services (PCGS), Certified Coin Exchange (CCE), Wata, Card Ladder, Collectors Corner, Set Registry, Collectors.com, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated more than 80 million items. We employ over 1,000 people across our Santa Ana, CA headquarters, New Jersey, Seattle, Hong Kong, Paris, Shanghai and Tokyo. For more information, visit http://www.collectors.com.
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].
If you are based in California, you can read information for California residents linked here.
