Vault CRC Supervisor - Lead Customer Care & Operations

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 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.