Supervisor, Customer Relations

Collectors; Santa Ana (CA); On-site; USD 69,000 - 82,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors is seeking a Customer Relations Supervisor to lead the Vault CRC workstream, owning queue performance, SLAs, escalations, and case handling. You will partner across Vault Operations, Marketplace, Claims, and CRC leadership, ensuring timely and accurate communications and clean handoffs.

You will also oversee pulling/packing workflows, documentation, and routing to PSA Vault partners while coaching team members and driving improvements.

Qualifications

• Experience in customer relations, operations, or exception-based case management in a fast-paced environment.
• Able to lead escalated and high-complexity work while balancing customer communication with operational execution.
• Skilled in cross-functional communication and partnership across operations, leadership, and support teams.
• Comfortable working in Salesforce and work order-driven environments, with strong documentation and follow-through habits.

Responsibilities

• Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.
• Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.
• Lead and coach team members handling Vault damage, misshipped and misrouted items, wrong-account issues, customer-direct Vault concerns, label corrections, reholders, and related exception cases.
• Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.
• Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.
• Use Lightdash and operational tools to monitor Vault damage, misshipments, missing-cert trends, and business-line activity to improve prioritization and reduce repeat issues.
• Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.
• Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.

Skills

Customer relations

Operations

Escalation handling

Cross-functional collaboration

Salesforce

Tools

Salesforce

PSA eBay Store

Ginza/AG tracking

Korber

WMS

Lightdash

Vault Admin

ProShip

grading/cert tools

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.

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.

We’re looking for a Customer Relations Supervisor to lead the PSA Vault customer relations workstream within CRC. This role owns queue performance, SLAs, escalations, and day-to-day execution for Vault-related CRC work, while serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership. The supervisor will lead a hybrid customer-relations and operational function focused on Vault-held and Vault-adjacent issues that require CRC handling, pulling, packing, shipping coordination, and customer communication. This includes oversight of cases involving Vault damage, Vault mis-shipments, wrong-account issues, customer-direct Vault issues, label corrections, reholders, and related exception workflows. This leader will ensure customers receive timely, accurate communication while internal teams execute clean handoffs, correct routing, and high-quality resolutions. The role is embedded in the operations process and works cross-functionally with multiple teams supporting PSA Vault inventory, exception handling, and marketplace-related incidents. You’ll report to the Assistant Manager, PSA Customer Relations and work from our Santa Ana, CA office location from Monday - Friday 6:00am-2:30pm. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

What You’ll Do:

• Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.
• Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.
• Lead and coach team members handling Vault damage, misshipped and misrouted items, wrong-account issues, customer-direct Vault concerns, label corrections, reholders, and related exception cases.
• Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.
• Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.
• Use Lightdash and operational tools to monitor Vault damage, misshipments, missing-cert trends, and business-line activity to improve prioritization and reduce repeat issues.
• Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.
• Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.

Who You Are:

• Strong experience in customer relations, operations, or exception-based case management in a fast-paced environment.
• Able to lead escalated and high-complexity work while balancing customer communication with operational execution.
• Skilled in cross-functional communication and partnership building across operations, leadership, and support teams.
• Comfortable working in Salesforce and work order-driven environments, with strong documentation and follow-through habits.
• Highly detail-oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately.
• Familiar with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory.
• Able to coach teammates, reinforce process standards, and help drive department improvements.

Systems & Tools:

• Salesforce
• PSA eBay Store access
• Ginza/AG tracking
• Korber
• WMS
• Lightdash
• Vault Admin
• ProShip
• grading/cert maintenance tools

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

Success Measures:

• Time to first touch on Vault CRC cases.
• Time to resolution for Vault-related CRC work.
• Time to physically pull, pack, and route items correctly.
• Reduction in repeat Vault mis-shipments and damage recurrences.
• Accurate business-line tagging and clean cross-functional handoffs.

Salary Range: The salary range for this position is $69,377 - $81,620. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, 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 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. 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].

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.