Collectors · 3 hours ago
Customer Care Manager, PSA
Santa Ana, CA
Full-time
Onsite
Mid, Senior Level
$72K/yr - $95K/yr
7+ years expCollectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. They are seeking a Customer Care Manager to drive the operational strategy of the customer experience, focusing on delivering exceptional customer service at scale and leading a team of Customer Care Representatives.
Consumer ApplicationsConsumer ResearchConsumer Software
No H1B
Responsibilities
Help define and implement operational and customer care representative team KPIs for the delivery of excellent and timely customer support services
Use data to drive decisions and operational changes
Ensure the PSA 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 for ensuring levels are maintained in line with our company's service standards
Directly manage a team of agents, fostering a positive environment while promoting growth, accountability, and performance
Balance the needs of the customers, agents, and the company to ensure success for all
Qualification
Required
7+ years of customer service-related experience, with 3+ years supervising a customer service or call center team in a service-based business
A bachelor's or Associate's degree or equivalent working experience is 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 and 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 a similar CRM; implementation experience is a plus
Preferred
Familiarity with collectibles and the trading card hobby is a plus
Benefits
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
Company
Collectors
Collectors offers authentication and sale services for high-value collectibles.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$100M2022-03-30Private Equity· $100M
1999-11-12IPO
Leadership Team
Nat Turner
CEO
Jack Archer
Creative Director
Recent News
Sports Business Journal
2025-12-16
Orange County Business Journal
2025-10-25
2025-05-16
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