Supervisor, PSA Customer Experience

You will be responsible for developing relationships with key dealers and individual submitters while implementing meaningful metrics and continuous improvements to drive revenue efficiency and customer loyalty. A significant part of this role involves representing Collectors at trade shows conventions and drop-off events planning and executing show strategies leading on-site teams and delivering standout experiences that build lasting fan loyalty.

You will bring a blend of experience in operations customer service leadership and a data-driven mindset along with a passion for creating exceptional experiences where brands and customers connect.

Youll report to the Customer Experience Manager and work onsite at our Santa Ana CA location.

Onsite Requirement:

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

What Youll Do:

• Supervise a team of Customer Experience Representatives across multiple locations ensuring high performance and exceptional service delivery

• Help define implement and track operational KPIs and team metrics with strong reporting skills and a focus on automating delivery of meaningful data

• Drive revenue growth and customer satisfaction through in-person drop-offs events and continuous process improvements

• Lead the implementation of Customer Experience Representative training onboarding and standard operating procedures (SOPs) to ensure consistency and quality at scale

• Partner with the Customer Experience Manager to design and deliver a seamless personalized customer experience strategy supported by data brand insights and technology

• Resolve escalated customer complaints and issues in-person over the phone through email and via social media

• Serve as a leadership resource in Slack and other channels answering team questions and providing guidance to Customer Experience staff

• Assign tasks and duties to Customer Experience team members as needed

• Create and maintain staff schedules across all locations including managing time-off requests and approving timecards in accordance with payroll deadlines

• Track team expenses and verify adherence to travel policies

• Plan and execute team activities maintaining a respectful and motivating work environment

• Take a primary leadership role at trade shows conventions and collector events planning logistics managing on-site staff and ensuring a seamless drop-off and customer experience from start to finish

• Develop and execute strategies for show and event participation including Walk-In Wednesday and other public-facing drop-off events driving both revenue and brand loyalty

• Conduct impactful 1:1s with team members to support their development and performance

• Leverage technology potentially including AI tools with management guidance to assist in resolving issues and recommending process improvements

Who You Are:

• 6 years of customer service experience with 2 years supervising a customer service-based business

• Bachelors or Associates degree or equivalent working experience highly preferred

• Proven track record of implementing process improvements and SOPs to drive consistency speed and quality of customer care at scale

• Demonstrated success supervising teams with the ability to drive influence facilitate change and motivate others

• Excellent communication skills clear and professional in both written and verbal form across positive and challenging situations

• Strong problem-solving abilities: identifies and resolves issues quickly and accurately with limited supervision

• Skilled at time management multitasking and prioritizing work effectively across multiple locations and responsibilities

• Ability to diffuse conflict maintain confidentiality keep emotions under control and remain open to new ideas

• Strong organizational and reporting skills with attention to detail and the ability to work under pressure

• Experience with Salesforce or a similar CRM; implementation experience is a plus

• Hands-on experience attending managing or leading operations at trade shows conventions or collector events comfort with on-site logistics staffing and customer-facing responsibilities in a fast-paced event environment is strongly preferred

• Familiarity with collectibles and the trading card hobby is a plus

Physical Requirements:

• Computer Use: Typing mouse work and extended computer use

• Lifting and Carrying: Ability to lift carry and move materials up to 40 pounds

• Sitting or Standing: Ability to sit or stand for extended periods of time

• Phone Use: Talking on the phone texting and manual dexterity to operate computer and phone systems

• Hearing: Ability to hear alarms signals and verbal instructions

Salary Range:

The salary range for this position is $72000 - $75000. 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.