Customer Care Manager, New Ventures (Markeplace)

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, PCGS, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We are seeking a seasoned leader with a passion for problem-solving to serve as the Customer Care Manager for our New Ventures (Marketplace) team. In this pivotal role, you will oversee the quality and tone of our support operations while acting as the primary point of contact for our most critical issues.

In this role, you will take on people management responsibilities, providing direction and mentorship to Customer Care Representatives. You will also act as the primary operator for VIP support and critical phone escalations, using your deep product knowledge to turn friction into loyalty and identify opportunities to improve our support workflows.

You’ll report to Director of New Ventures (Marketplace). Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process.

What You’ll Do:

Team Leadership & Coaching

• Skill Development: Mentor the team on de-escalation techniques, technical troubleshooting, and product knowledge to empower them to resolve issues independently

• Onboarding & Training: Collaborate with the Customer Care Manager to design and facilitate training that builds mastery in (New Ventures, Marketplace) mechanics, covering the full lifecycle from card redemption to marketplace payouts

High-Touch Support & Escalations

• Escalation Management: Escalation Management: Serve as the final point of resolution for complex disputes, financial discrepancies, and account health issues, acting as the last line of defense before escalation to the Director, Customer Experience

• VIP Services: Manage a dedicated portfolio of high-value collectors, providing "white-glove" service including direct phone support and prioritized email handling

• Multi-Channel Support: Drive resolution for urgent inquiries by managing live phone support and actively engaging with the community on social channels like Reddit and Twitter regarding time-sensitive transactions

Strategy & Operations

• Incident Response: Act as the operational lead during platform outages or critical bugs, coordinating communication between the technical team and the user base

• Process Optimization: Analyze escalation trends to identify policy gaps; collaborate with Product and Operations teams to rewrite workflows that reduce friction for both the customer and the support team

Who You Are:

• Master Communicator: You possess superior verbal communication skills and are comfortable handling difficult conversations over the phone with composure and professionalism

• Crisis Manager: You thrive under pressure and can make sound decisions regarding financial disputes and technical triage without a predefined script

• Customer Advocate: You have experience managing VIP or High-Net-Worth client relationships and understand the nuances of personalized support

• Analytical: You are proficient in data analysis (using tools like Google Sheets or Excel) to track team metrics, ticket volume, and escalation rates to drive staffing and process decisions

• Autonomy: Ability to work independently and meet deadlines in a remote environment

Salary Range: 

The salary range for this position is $118,000-$146,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

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

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

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 [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.