PCGS Customer Care Manager

Collectors; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Collectors, a leading creator of innovative technology for collectors, is hiring in Hong Kong to lead the customer service team. The role focuses on developing standards, coaching staff, and driving service excellence across channels.

It requires a strong service mindset and the ability to build strategic relationships with internal and external partners. You will monitor performance, handle escalations, and organize training to continuously improve the customer journey while supporting

Qualifications

• Strong customer service mindset and problem-solving skills.
• Effective people manager who motivates teams.
• Interest in the collectibles, auction, or grading industries.
• Fluent in English, Cantonese, and Mandarin; additional Asian languages are a plus.

Responsibilities

• Develop and maintain customer service standards, workflows, operating procedures, and performance management practices.
• Lead, coach, and manage the customer service team to ensure service targets are met.
• Identify potential high-value Collectors Club members and refer them to Business Development for key account opportunities.
• Monitor service performance, analyze data, and identify process improvements.
• Handle escalated customer issues and complaints professionally.
• Organize team training and development programs.
• Partner with sales and operations to improve the customer journey.
• Build and expand relationships across the PCGS internal network for cross-department collaboration.

Skills

Customer service mindset

People management

English fluency

Cantonese

Mandarin

Job description

About Us

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, and France.

What You’ll Do

• Develop and maintain customer service standards, workflows, operating procedures, and performance management practices
• Lead, coach, and manage the customer service team to ensure service targets are met
• Identify potential high-value Collectors Club members and refer them to Business Development team for key account development opportunities
• Monitor service performance, analyze data, and identify process improvements
• Handle escalated customer issues and complaints professionally
• Organize team training and development programs
• Partner with sales and operations team to improve customer journey
• Build, manage, and expand strong relationships across the PCGS internal network, for collaboration across all departments

Who You Are

• Strong customer service mindset and problem-solving skills
• Effective people manager who motivates teams
• Interest in the collectibles, auction, or grading industries

Language Skills Fluent in English, Cantonese, and Mandarin is required. Additional Asian language skills are a strong plus.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail] U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.

This position will be based in Hong Kong and will report to the General Manager, PCGS APAC.