Senior Customer Care Training Lead, PSA

Collectors Universe; Santa Ana (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Collectors Universe is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team at our Santa Ana headquarters. You will organize, plan, document, and execute training sessions for all employees and create, maintain, and update the training curriculum.

You will collaborate with multiple departments, support onboarding and retraining, and ensure consistent content. The role reports to the Customer Care Manager and is based on site in Santa Ana, CA.

Qualifications

• 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), Proved 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).
• 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.

Responsibilities

• 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.

Skills

Training experience

Leadership

Project management

Communication

Attention to detail

Organizational skills

Education

B.S. or 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, the UK, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on‑site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

Collectors is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team, and oversee the team with training‑related needs. This includes the ability to organize, plan, document, and execute training sessions for all employees. Creating, maintaining, and updating the training curriculum will be a critical task. As a Senior Customer Care Training Lead, you will work with people from various departments within Collectors; from Operations to

Customer Care, assist the Customer Care team members that may need training or retraining. You will provide education and preparation for both existing and new staff and work directly with management to maintain consistency of the training content.

This position will report to the Customer Care Manager and work onsite at our Santa Ana, CA office headquarters.

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 Stan