PSA Show Lead

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 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.

As part of our interview process, we request that candidates have their cameras on during video interviews to foster meaningful conversation and create an experience close to our 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 during the final stages of the process.

We are happy to discuss accommodations as needed.

We’re looking for a PSA Show Lead / Collectors Concierge Lead to provide world-class customer care to our global fans. The PSA Show Lead will actively find ways to deliver an incredible experience at drop-off events, shows, and Walk-In Wednesday events at our headquarters. You will develop the company’s concierge team, ensuring they are successful and safe ponsibilities include managing employees who travel to shows, coordinating schedules, setting up events, and working with Security to transfer received items to headquarters for grading.

This role requires you to be onsite in the office 5 days per week.

There is 40%+ travel required for this role, with up to three weekends per month. A driver’s license is required; a valid passport is a plus.

• Handle and transport all product, cash, and credit card invoices.
• Properly train staff on receiving and processing submissions at events.
• Communicate booth and travel needs to the travel coordinator, marketing staff, and show promoter.
• Prioritize responsibilities during show hours.
• Account for and safely store take-home orders, accurately manifesting all product, packing, and shipping collectibles to avoid damage.
• Verify all outgoing product meets company specifications.
• Organize and process orders by service level, expediting when necessary.
• Support the PSA Autograph Team with additional duties as assigned.
• Resolve escalated customer complaints and issues in person, over the phone, via email, or on social media.
• Assist representatives on Slack, answering questions and providing support.
• Assign tasks and duties as needed and per management requests.
• Attend and supervise trade shows: pack supplies, set up and break down the booth, ensure a positive customer experience.
• Create standard operating procedures for new processes and help build the employee resource hub.
• Provide performance feedback to staff and work with reps on improvement areas.
• Report on team activity and department statistics.
• Create content for the monthly Customer Experience newsletter.
• Serve as an inspiration to staff by exemplifying excellence.
• Identify opportunities to enhance processes and the overall customer experience.

• Driver’s license is required; valid passport is a plus.
• Excellent communication skills to resolve conflicts, solve problems, and maintain business relationships.
• Strong problem-solving abilities to identify and resolve issues quickly with limited supervision.
• Effective time management to coordinate duties and process orders efficiently.
• Interpersonal skills to communicate clearly with internal and external stakeholders.
• Teamwork: willingness and ability to collaborate while balancing team and individual responsibilities.
• Organizational support: adherence to company policies and procedures.
• Judgment: make appropriate decisions using critical thinking within company…