Supervisor, PSA Customer Experience

## Supervisor, PSA Customer Experience Apply:
Santa Ana, CA:
Full time:
Posted Today:
JR105224

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, the UK, 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
*** Customer Experience Supervisor
*** to join our Collectors team and drive the operational strategy of the customer experience, delivering world-class customer care to fans and collectors around the globe. In this role, you will lead the day-to-day efforts of the Concierge teams across our Santa Ana, CA;
Jersey City, NJ;
Plano, TX;
Boca Raton, FL; and Canada locations.

You will be responsible for developing relationships with key dealers and individual submitters, while implementing meaningful metrics and continuous improvements to drive revenue, efficiency, and customer loyalty. A significant part of this role involves representing Collectors at trade shows, conventions, and drop-off events — planning and executing show strategies, leading on-site teams, and delivering standout experiences that build lasting fan loyalty.

You will bring a blend of experience in operations, customer service leadership, and a data-driven mindset — along with a passion for creating exceptional experiences where brands and customers connect.

You’ll report to the
* Customer Experience Manager
* and
** work onsite at our Santa Ana, CA location.
** This role requires you to be onsite in the office 5 days per week.
** What You'll Do:
*** Supervise a team of Customer Experience Representatives across multiple locations, ensuring high performance and exceptional service delivery
* Help define, implement, and track operational KPIs and team metrics, with strong reporting skills and a focus on automating delivery of meaningful data
* Drive revenue growth and customer satisfaction through in-person drop-offs, events, and continuous process improvements
* Lead the implementation of Customer Experience  Representative training, onboarding, and standard operating procedures (SOPs) to ensure consistency and quality at scale
* Partner with the Customer Experience Manager to design and deliver a seamless, personalized customer experience strategy supported by data, brand insights, and technology
* Resolve escalated customer complaints and issues in-person, over the phone, through email, and via social media
* Serve as a leadership…