Senior Customer Care Training Specialist Lead, PSA

Overview

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, while modernizing and digitalizing the process to help collectors pursue their passions. 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 1986, we have graded and authenticated millions of items and 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.

Collectors is seeking a Senior Customer Care Training Specialist Lead to join the PSA Customer Care team and oversee training-related needs. This role involves organizing, planning, documenting, and executing training sessions for all employees, creating, maintaining, and updating the training curriculum, and collaborating with departments from Operations to Customer Care to support team members who may need training or retraining. You will provide education and preparation for both existing and new staff and work directly with management to maintain consistency of training content.

This position reports to the Customer Care Manager and works onsite at our Santa Ana, CA office headquarters.

• Lead training in all key areas of the PSA Customer Care department, delivering training to new hires, temporary employees, and existing staff.
• Build annual programs and prepare teaching plans for all employees.
• Support onboarding and training for new hires and temporary employees in PSA Customer Care.
• Communicate with team members, fellow trainers, and technical writers.
• Anticipate future training needs and create a curriculum with guidance from the PSA Customer Care Manager to facilitate training.
• Improve policies, procedures, and processes by identifying opportunities for improvement, recommending and implementing solutions, and drafting documents and reports within PSA Customer Care.

• B.S. or B.A. preferred
• 4–6 years of experience in a training environment
• 2–4 years leading a training team (preferred)
• 2–4 years of lead or supervisory experience
• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; able to present information effectively in one-on-one and group settings to multiple levels of employment/management
• Reliable attendance with flexibility for occasional later shifts
• Strong computer skills (Gmail, Google Drive, Google Slides, etc.)
• Proven experience in training others and designing corporate training events, including technical writing (manuals)
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job/in-classroom training, e-learning, workshops, simulations, etc.)
• Strong planning, problem-solving, and project management skills; detail-oriented and organized
• Ability to present complex information to diverse audiences; excellent written and verbal communication, interpersonal, conflict resolution, and time management skills

• Computer use: typing, mouse work, and sitting/looking at a computer for extended periods
• Hand use: regular hand use for various tasks
• Hearing: ability to hear alarms, signals, and verbal instructions
• Lifting and carrying: ability to lift up to 40 pounds
• Phone use: talking on the phone and texting may be required; manual dexterity to operate computer and phone systems
• Sitting or standing: ability to sit or stand for extended periods

The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on location, job level, prior experience, and skill set.

• Health Insurance:
  Medical, Dental, and Vision for full-time employees
• Other Benefits:
  Fertility, commuter, and educational assistance
• 401(K) Matching Plan
• Vacation:
  Paid vacation for full-time employees
• Holiday Pay:
  Ten company-paid holidays
• Employee Discounts:
  Discounts on select grading services for approved submissions
• Flexible
  
  Hours:
  
  Flexible schedules with varying shifts when possible
• Fun Working Environment:
  Team celebrations, holiday events, and team-building activities

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate work eligibility. We do not request personal information such as bank details or national IDs inappropriately. If you suspect fraud, contact  We are an equal employment opportunity employer and welcome applicants from diverse backgrounds. If you require an accommodation to apply or interview due to a disability, please email  For U.S. privacy disclosures, please see our Privacy Notice for U.S. Applicants.

California residents can read information here.