Brand Protection Customer Support

Collectors Universe (Germany) GmbH; Deutschland; Vor Ort; EUR 46.000 - 53.000; Vollzeit

Zusammenfassung

Collectors Universe (Germany) GmbH seeks a Brand Protection Customer Support specialist to handle complex issues surrounding PSA item authenticity in the EU region. You will work in a fast-paced, cross‑functional environment with Operations, Grading and Customer Care teams to resolve cases and maintain high service levels.

The role requires English at least B2 and prior customer-facing experience; familiarity with Salesforce Service Cloud is a plus.

Qualifikationen

• English at B2 level or higher required.
• Experience in customer relations, support, or claims/operations.
• Ability to explain policies clearly to customers.
• Detail oriented with good case tracking habits.
• Proficient with CRM systems and documentation.

Aufgaben

• Detect counterfeit or tampered products and protect PSA brand in customer cases.
• Manage high priority Brand Protection cases with a structured process.
• Provide written and oral communication to customers and internal teams.
• Collaborate with Operations, Grading, Autograph Authentication and Customer Care.
• Monitor cases to ensure timely resolution and SLA compliance.
• Support training and knowledge sharing across teams.

Kenntnisse

Customer support

Escalation handling

Cross-functional collaboration

Written & verbal communication

Documentation & case tracking

Tools

Salesforce Service Cloud

Jobbeschreibung

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.

Brand Protection Customer Support is responsible for handling complex Brand Protection related customer issues and operational claims surrounding the authenticity of PSA related items.

What You’ll Do:

• Function as one of our leading in‑house experts in detecting counterfeit and/or tampered products for the PSA brand and other Collectibles subsidiaries.
• Manage a high‑volume queue of complex or high‑priority Brand Protection related customer cases.
• Assist Brand Protection Escalations Lead in Santa Ana with SalesForce case management.
• Assist the Brand Protection Investigations team with cases requiring onsite support and collaboration with the German Grading team.
• Assess potential claims and cases, determine appropriate resolution paths, and communicate outcomes clearly to customers and internal stakeholders.
• Draft clear, professional written correspondence and provide phone or email support to explain decisions, next steps, and available options.
• Collaborate with cross‑departmental teams (e.g., Operations, Grading, Autograph Authentication, CRC and Customer Care) to research issues and execute resolutions.
• Monitor cases through completion to ensure timely follow‑through and adherence to CRC service level expectations.
• Proactively identify trends, recurring issues, or process gaps and surface recommendations to leads/supervisors for workflow improvements.
• Support training and knowledge sharing with other teams as needed and model best practices.
• Consistently meet or exceed team targets for quality, productivity, and customer satisfaction.

Who You Are:

• English at B2 level or higher is required.
• Prior experience in a customer relations, customer support, or claims/operations role, preferably in collectibles, financial services, e‑commerce, or a related field.
• Proven track record handling complex or escalated customer issues and working cross‑functionally to resolve them.
• Strong written and verbal communication skills; able to explain complex policies and resolutions in plain language.
• High attention to detail with strong documentation and case‑tracking habits.
• Demonstrated ability to work within structured processes while using sound judgment for edge cases.
• Proficiency with common business software and CRM/case management systems (e.g., Salesforce Service Cloud or similar).
• Intermediate organizational and time management skills, with the ability to prioritize multiple competing tasks and deadlines.
• Takes on complicated/higher‑priority tasks, including escalated or sensitive customer situations.
• Experienced customer service mindset, demonstrating patience, empathy, and professionalism in all interactions.
• Full understanding of PSA’s terms and conditions, the brand protection SOPs and relevant policies in order to properly resolve operational errors and claims.
• Experienced in customer relations, able to efficiently assess potential cases and ensure prompt and effective resolution.
• Recognizes issues that require escalation to leads/supervisors and provides clear summaries and recommendations.
• Builds credibility through responsiveness, reliability, and follow‑through, helping drive projects and cases through to execution.
• Effectively communicates with customers, teammates, and key stakeholders, tailoring communication style to the audience.
• Must be eligible to work in the European Union (no visa sponsorship available).

Pay Transparency Statement:

The gross annual salary range for this position is €46,000 to €53,000. Placement within the range is based on objective, gender‑neutral factors such as relevant experience, qualifications, and scope of responsibility. This role may also be eligible for bonuses or other variable compensation.

Diversity Statement:

Collectors Universe is an equal opportunity employer. We welcome applications from all qualified candidates regardless of ethnic origin, gender, religion or belief, disability, age, or sexual orientation (m/w/d).

Collectors Universe ist ein Arbeitgeber der Chancengleichheit. Wir begrüßen Bewerbungen von allen qualifizierten Kandidat*innen, unabhängig von ethnischer Herkunft, Geschlecht, Religion oder Weltanschauung, Behinderung, Alter oder sexueller Orientierung (m/w/d).

Reasons To Join Us:

• The opportunity to be a part of our Germany operation and to make a meaningful impact on the successful launch of PSA in the EU.
• A dynamic and collaborative international team.
• An organization dedicated to supporting the passionate Collectors community.
• A competitive salary and benefits.