Supervisor, Beckett Customer Care

## Supervisor, Beckett Customer Care Apply locations:
Plano, TXtime type:
Full time posted on:
Posted Todayjob requisition :
JR105636

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.  As part of our interview process, we request that candidates have their cameras on during video interviews.

This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.  We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed.

Your recruiter will be able to clarify expectations and answer any questions you have.  We’re looking for a Supervisor, Beckett Customer Care to lead the daily operations of the Customer Care team while delivering an exceptional customer experience. This role oversees team performance, coaching, operational efficiency, and process improvement to ensure service goals are consistently achieved. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people.

You’ll report to the Director, Global Customer Experience and
** work in-office
** at our
** Plano, TX offi
**** ce.
** Onsite requirement:
This role requires you to be
** onsite
* * in the office
** 5 days per week.
**** What you’ll do
*** Lead, coach, and develop Team Leads, and Representatives.
* Oversee daily customer service operations across phone, email, and other support channels.
* Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
* Handle escalated customer issues and ensure timely, professional resolution.
* Conduct regular coaching sessions, performance reviews, and development planning.
* Partner with cross-functional teams to improve processes and enhance the customer experience.
* Drive continuous improvement initiatives through data analysis and operational best practices.
* Assist with hiring, onboarding, workforce planning, and employee engagement.
** Who you are
** Required qualifications
* 5+ years of customer service experience, including 3+ years in a leadership role.
* Proven experience coaching and developing high-performing teams.
* Strong experience managing KPIs and customer service operations.
* Excellent communication, leadership, and problem-solving skills.
* Experience with CRM platforms such as Hub Spot, Salesforce, or Zendesk.
* Ability to prioritize multiple initiatives in a fast-paced environment.

Preferred qualifications
* Experience leading remote, hybrid, or geographically distributed teams.
* Experience managing customer escalations and service recovery.
* Process improvement and change management experience.
* Familiarity with AI-powered customer service tools and workflow automation.
**** Salary Range:
**** The salary range for this position is $67,535 to $79,453. Actual compensation within 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…