Senior Customer Care Training Lead, 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 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.

This role will report to the Customer Care Manager and work onsite at our Santa Ana, CA office headquarters. You will oversee the PSA Customer Care team’s training needs, organize, plan, document, and execute training sessions for all employees, and create, maintain, and update the training curriculum.

• Lead training in all key areas of the PSA Customer Care department that may have training needs.
• Training will be delivered to new hires, temporary employees, and existing employees in PSA Customer Care.
• Focus on building annual programs and preparing teaching plans for all employees.
• Support with onboarding and training new hires and temporary employees for PSA Customer Care.
• Communicate with team members, fellow trainers, and technical writers.
• Anticipate and identify future training needs and create a curriculum, with the PSA Customer Care Manager’s guidance to facilitate training.
• Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within PSA Customer Care.

• B.S. or B.A. preferred.
• 4-6 years of experience in a training environment required.
• 2-4 years leading a training team is preferred.
• 2-4 years of lead or supervisory experience required.
• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management.
• Attendance must be reliable, and you must be flexible to occasionally cater to later shifts.
• Strong computer skills (Gmail, Google Drive, Google Slides, etc.).
• Proven work experience in training others.
• Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.).
• Strong planning, problem-solving, and project management skills.
• Ability to stay organized and be detail-oriented.
• Ability to present complex information to a variety of audiences.
• Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.

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…