Supervisor, Beckett Customer Care

Location: Plano, Texas, United States; onsite five days per week

Salary: $67,535–$79,453 per year, with potential eligibility for bonuses, commissions, or other compensation.

Company

hirify.global provides grading, authentication, vaulting, and sales services for collectibles through brands including PSA, PCGS, Beckett, SGC, and Card Ladder.

What you will do

• Lead, coach, and develop Team Leads and Customer Care Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams on process improvement, hiring, onboarding, workforce planning, and employee engagement.

Requirements

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Must be authorized to work in the United States; employment eligibility is validated through e-Verify.

Nice to have

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience managing customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI-powered customer service tools and workflow automation.

Culture & Benefits

• Medical, dental, and vision insurance for eligible full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan.
• Paid vacation or flexible time off, depending on employment classification, plus ten paid company holidays.
• Employee discounts on select grading services, flexible schedules on many teams, and team events.

Hiring process

• Video interviews require candidates to keep their cameras on; some interview steps may take place by phone.
• Final-stage candidates for remote roles may be asked to attend an onsite interview, though this role is already onsite.