Customer Care Partner

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 coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PSA Vault, PCGS, WATA, Card Ladder, SGC, and the Long Beach Expo collectibles trade show. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Hong Kong, Paris, Shanghai, and Tokyo. 

We’re looking for our first Customer Care Partner to define and lead the customer experience strategy for a new and evolving service within the Vault. 

In this role, you’ll oversee the customer support for an evolving service within the Vault. You’ll be responsible for reporting on key metrics, tracking the service’s performance and growth, and ensuring customer satisfaction. As the dedicated Customer Care Partner for this area, you’ll play a critical role in shaping how we support customers by building scalable support processes, managing day-to-day inquiries and escalations, and identifying opportunities to improve the overall experience as the service expands.

As a service based B2C company, we are looking for a leader who is passionate about creating great experiences in the places where brands and customers meet to drive growth. The Customer Care Partner must also be equipped to guide the department through a period of heightened demand for our services by providing a strong vision and direction, while fostering bottom-up participation from all levels of the organization. The right candidate will have a blend of experience across operations, customer service, and leadership with a technology and data-driven mindset.

You’ll report to the Manager of Vault Customer Care. As an individual contributor, there will be no direct reports or supervisory responsibilities.

The role is a remote, US-based position. 

What You’ll Do:

• Help shape and establish customer service processes for a growing and evolving area of the business.
• Handle customer inquiries and escalations via email, providing timely and effective resolutions.
• Report on customer care KPIs to track service success and support overall growth.
• Develop and implement strategies for an optimized, seamless customer experience based on data, customer insights, and technology, focused on the 'collector' experience.
• Drive customer satisfaction and maintain service levels according to company standards.
• Create support resources that guide both customers and team members through key processes.

Who You Are:

• Bachelor’s degree or equivalent highly preferred, with a minimum of 5 years of experience on a customer service team or customer call center in a service-based environment. 
• Proven track record of designing and implementing process improvements to drive consistency and quality of customer care delivery at scale. 
• Collaborative and reliable leader that takes a data driven approach to problem-solving with a strong process focus for continuous improvement and change management. 
• Strong empathy for customers with a deep passion for revenue and growth with a deep understanding of value drivers in recurring revenue business models.
• Experience with Salesforce or similar CRM.
• Familiarity with collectibles and the trading card, coin, autograph, video game, and/or Funko Pop hobbies is a plus.

Salary Range: The salary range for this position is $57,920 - $88,550. 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