Senior Customer Care Training Lead, PSA

Collectors Universe, Inc.; California (MO); On-site; USD 39,000 - 44,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching Plan

Paid Vacation

Holiday Pay

Employee Discounts on services

Job summary

Collectors Universe, Inc. is seeking a Senior Customer Care Training Lead to oversee training for the PSA Customer Care team at our Santa Ana, CA headquarters.

You will design and execute training sessions, build annual curriculum plans, and collaborate with trainers and technical writers to improve procedures. The ideal candidate has 4–6 years of training experience, 2–4 years leading teams, and strong organizational skills to drive scalable training across a fast-moving organization.

Qualifications

• 4–6 years of experience in a training environment.
• 2–4 years leading a training team preferred.
• 2–4 years of lead or supervisory experience required.
• Fluent in English; ability to present to groups and individuals.

Responsibilities

• Lead training in key areas of the PSA Customer Care department.
• Deliver training to new hires, temporary employees, and existing staff.
• Build annual programs and teaching plans for all employees.
• Support onboarding and training for PSA Customer Care staff.
• Communicate with trainers, writers, and team members.
• Identify future training needs and create curricula with guidance.
• Improve policies and processes; document and report improvements.

Skills

Training leadership

Curriculum design

Onboarding training

Effective communication

Project management

Education

B.S./B.A. preferred

Tools

Gmail

Google Drive

Google Slides

Job description

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.

Senior Customer Care Training Lead

This role will report to the Customer Care Manager and work onsite at our Santa Ana, CA office headquarters. You will oversee the PSA Customer Care team’s training needs, organize, plan, document, and execute training sessions for all employees, and create, maintain, and update the training curriculum.

What You’ll Do

• Lead training in all key areas of the PSA Customer Care department that may have training needs.
• Training will be delivered to new hires, temporary employees, and existing employees in PSA Customer Care.
• Focus on building annual programs and preparing teaching plans for all employees.
• Support with onboarding and training new hires and temporary employees for PSA Customer Care.
• Communicate with team members, fellow trainers, and technical writers.
• Anticipate and identify future training needs and create a curriculum, with the PSA Customer Care Manager’s guidance to facilitate training.
• Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within PSA Customer Care.

Who You Are

• B.S. or B.A. preferred.
• 4-6 years of experience in a training environment required.
• 2-4 years leading a training team is preferred.
• 2-4 years of lead or supervisory experience required.
• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management.
• Attendance must be reliable, and you must be flexible to occasionally cater to later shifts.
• Strong computer skills (Gmail, Google Drive, Google Slides, etc.).
• Proven work experience in training others.
• Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.).
• Strong planning, problem-solving, and project management skills.
• Ability to stay organized and be detail-oriented.
• Ability to present complex information to a variety of audiences.
• Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.

Physical Requirements

Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.
Hand Use: Regular hand use for various tasks.
Hearing Requirements: 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.

Hourly Rate

The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us

• 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: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals.
• Vacation: All full-time employees are eligible for paid vacation.
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays.
• Employee Discounts: Employees receive discounts on select grading services for approved submissions.
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs.
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities.

Collectors uses e-Verify to validate your ability to work legally in the United States. Candidates must be authorized to work in the United States. We believe this policy is a standard practice to ensure compliance with employment eligibility requirements.

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 serve 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].