Supervisor, Beckett Customer Care

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Dental and vision coverage

Fertility assistance

Educational assistance

Job summary

Collectors is seeking a hands-on Supervisor, Beckett Customer Care in Plano, TX to lead daily operations and develop a high-performing team. You will coach Team Leads and Representatives, oversee multi-channel support, and drive improvements in service levels and customer satisfaction.

The role reports to the Director, Global Customer Experience and requires on-site presence five days a week. A background in CRM tools and metric-driven leadership is essential to succeed in this fast-paced

Qualifications

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast-paced environment.

Responsibilities

• Lead, coach, and develop Team Leads and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Assist with hiring, onboarding, workforce planning, and employee engagement.

Skills

Customer service leadership

KPI management

Communication

Problem-solving

Team coaching

Multi-channel support

Tools

HubSpot

Salesforce

Zendesk

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 3,000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, 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.

We’re looking for a Supervisor, Beckett Customer Care to lead the daily operations of the Customer Care team while delivering an exceptional customer experience. This role oversees team performance, coaching, operational efficiency, and process improvement to ensure service goals are consistently achieved. The ideal candidate is a hands‑on leader who thrives in a fast‑paced environment and is passionate about developing people.

You’ll report to the Director, Global Customer Experience and work in‑office at our Plano, TX office.

Onsite requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do

• Lead, coach, and develop Team Leads and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross‑functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Assist with hiring, onboarding, workforce planning, and employee engagement.

Required Qualifications

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high‑performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem‑solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast‑paced environment.

Preferred Qualifications

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience managing customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI‑powered customer service tools and workflow automation.

Salary Range: The salary range for this position is $67,535 to $79,453. Actual compensation within this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation — please ask your recruiter for details.

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 401(k) matching plan to our employees to support their future financial goals.
• {Non‑Exempt} Vacation: All full‑time employees are eligible for paid vacation.
• {Salaried} Vacation: All salaried employees are eligible for flexible time‑off.
• 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.

Candidates must be authorized to work in the United States.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e‑mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business‑related equipment. If you suspect fraud, please reach out to [e-mail].

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.