Supervisor, Customer Relations

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.

Requirements

• 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:
• This role should

Benefits

Additional Information

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. 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 New Castle, DE office location from Tuesday - Saturday 8:00am-5:30pm. Onsite Requirement: This role requires you to be onsite in the office 5 days per week.

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