Customer Care Supervisor — Plano (Onsite Lead)

Collectors Universe Inc.; Plano (TX); On-site; USD 67,535 - 79,453; Full time

Benefits offered by this job

Health Insurance

401(k) Matching Plan

Paid vacation

Job summary

Collectors Universe Inc. is seeking a hands-on Supervisor, Beckett Customer Care to lead the daily operations of our Plano, TX in-office Customer Care team.

You will coach Team Leads and Representatives, drive service levels and KPIs, and ensure a superior customer experience across phone, email, and other channels. The role requires 5+ years in customer service, 3+ years in leadership, and strong communication with CRM tools such as HubSpot, Salesforce, and Zendesk.

Qualifications

• 5+ years of customer service experience
• 3+ years in a leadership role
• Proven ability to coach and develop teams
• Strong experience managing KPIs and operations
• Experience with CRM platforms (HubSpot, Salesforce, Zendesk)

Responsibilities

• Lead, coach, and develop Team Leads and Representatives
• Oversee daily customer service operations across channels
• Monitor and improve service levels, response times, productivity, quality, and satisfaction
• Handle escalated issues and ensure timely resolution
• Drive process improvements and cross-functional collaboration
• Assist with hiring, onboarding, and workforce planning

Skills

Leadership

Customer service

Communication

Problem solving

Time management

Tools

HubSpot

Salesforce

Zendesk

Job description

Collectors Universe Inc. is seeking a hands-on Supervisor, Beckett Customer Care to lead the daily operations of our Plano, TX in-office Customer Care team.

You will coach Team Leads and Representatives, drive service levels and KPIs, and ensure a superior customer experience across phone, email, and other channels. The role requires 5+ years in customer service, 3+ years in leadership, and strong communication with CRM tools such as HubSpot, Salesforce, and Zendesk.