Supervisor, Beckett Customer Care

Job Overview

Supervisor, Beckett Customer Care – leads daily customer care operations at Beckett (a subsidiary of Collectors), reporting to the Director of Global Customer Experience, based in Plano, TX. The role oversees team performance, coaching, operational efficiency and process improvement to consistently achieve service goals.

• Lead, coach, and develop Team Leads and Customer Service Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics (service levels, response times, productivity, quality, 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.
• Manage the on‑site presence, being required to work from the Plano office five days per week.

• 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.

• 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: $67,535 – $79,453 per year, with potential for bonuses, commissions or other compensation. Actual compensation varies based on location, level, experience and skill set.

• Medical, Dental, and Vision Insurance for full‑time employees.
• Fertility, commuter and educational assistance benefits.
• 401(k) with company matching.
• Paid vacation – all full‑time employees are eligible.
• Paid holidays – all regular, full‑time employees receive ten company holidays.
• Employee discounts on selected grading services for approved submissions.
• Flexible work schedules for many teams, accommodating various shifts.
• Team building events, celebrations and holiday activities.

Collectors is 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 any other protected class. We seek to build a diverse workforce to better serve our community of collectors.