Customer Relations Supervisor, PSA; PM Shift

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. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. We employ more than 3,000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

The Customer Relations Supervisor will oversee the Customer Relations Center (CRC) in driving the operational strategy of the customer‑relations experience at our Santa Ana HQ. The role focuses on enhancing the resolution of customer issues over the phone and by email, ensuring the CRC turnaround times are met within the timelines of our service level agreements. The supervisor will guide a team of Customer Relations Specialists with mentorship, training, and direction.

• Help define and implement operational and customer‑relations representative team KPIs for delivery of timely resolution to customer support services issues.
• Maintain adequate staffing levels for the PSA Customer Relations Representative teams in the Santa Ana,CA office to effectively handle customer cases and resolve issues in a timely manner.
• Implement and drive continuous improvement to Customer Relations Specialists’ training and onboarding.
• Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer‑relations strategy supported by data, brand insights, and technology, to deliver an experience that is streamlined, optimized, and personalized to the 'collector' experience.
• Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service‑standard timelines.
• Assist CRC team members with all queries.
• Defuse escalated customer calls/emails and swiftly resolve issues through proactive follow‑up.
• Improve the CRC responses.
• Create policies and standard operating procedures (SOPs) for the CRC team.
• Collaborate with I.T. to develop efficiency features for the CRC portal.
• Aid with label correction, research, and quality‑assurance review responses.
• Track resolutions in a timely manner throughout operations.
• Collaborate closely with operations leadership to deliver actionable data insights, quality‑assurance trends, and customer feedback.
• Assist the Claims department with damage reviews and resolve issues over the phone and email.

• 6+ years of customer‑service related experience, with 2+ years supervising a customer‑service or call center team in a service‑based business.
• Bachelor’s or Associate’s degree or equivalent working experience (highly preferred).
• Proven track record of implementing process improvements and SOPs to drive consistency, increased speed, and quality of customer‑care delivery at scale.
• Demonstrated success supervising a team, with 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 similar CRM; implementation experience is a plus.
• Familiarity with collectibles and the trading‑card hobby is a plus.
• Fluency in written and spoken Spanish is a plus.

The salary range for this position is $72,000 – $81,000. Actual compensation on this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set.

• Health Insurance:
  All full‑time employees are eligible to enroll in medical,…