Supervisor, Customer Relations

Job Summary

We’re looking for a Customer Relations Supervisor to lead the PSA Vault customer relations workstream within CRC. This role owns queue performance, SLAs, escalations, and day-to-day execution for Vault-related CRC work, while serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership.

• Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.
• Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.
• Lead and coach team members handling Vault damage, miss hipped and misrouted items, wrong‑account issues, customer‑direct Vault concerns, label corrections, reholders, and related exception cases.
• Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.
• Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.
• Use Lightdash and operational tools to monitor Vault damage, misshipments, missing‑cert trends, and business‑line activity to improve prioritization and reduce repeat issues.
• Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.
• Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.

• Strong experience in customer relations, operations, or exception‑based case management in a fast‑paced environment.
• Ability to lead escalated and high‑complexity work while balancing customer communication with operational execution.
• Skilled in cross‑functional communication and partnership building across operations, leadership, and support teams.
• Comfortable working in Salesforce and work order‑driven environments, with strong documentation and follow‑through habits.
• Highly detail‑oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately.
• Familiar with quality assurance, grading‑related issues, and the sensitivities involved in handling high‑value collectibles and Vault inventory.
• Ability to coach teammates, reinforce process standards, and help drive department improvements.

• Salesforce, PSA eBay Store, Ginza/AG tracking, Korber, WMS, Lightdash, Vault Admin, Pro Ship, and grading/cert maintenance tools.

• Computer Use:
  Typing, mouse work, and sitting and looking at a computer for long periods.
• Hand Use:
  Regular hand use for various tasks.
• Hearing:
  Ability to hear alarms, signals, and verbal instructions.
• Lifting and Carrying:
  Ability to lift, carry, and move materials up to 40 pounds.
• Phone Answering:
  Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
• Sitting or Standing:
  Ability to sit or stand for extended periods of time.

• Time to first touch on Vault CRC cases.
• Time to resolution for Vault‑related CRC work.
• Time to physically pull, pack, and route items correctly.
• Reduction in repeat Vault mis‑shipments and damage recurrences.
• Accurate business‑line tagging and clean cross‑functional handoffs.

Salary Range:
The salary range for this position is $67,535 - $79,453. Actual compensation on this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set.

• Health Insurance:
  All full‑time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits:
  Full‑time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan:
  Competitive 401k matching plan.
• Vacation:
  Flexible time‑off for salaried employees.
• Holiday Pay:
  Eligible for ten company paid holidays.
• Employee Discounts:
  Discounts on select grading services for approved submissions.
• Flexible
  
  Hours:
  
  Many teams offer flexible schedules with varying shifts.
• Fun Working…