Customer Relations Lead (PSA)

Location: Santa Ana, California, United States. This is an onsite role requiring work in the office 5 days per week, Monday through Friday, from 3:00 p.m. to 11:30 p.m.

Hourly rate: $28 per hour; actual compensation varies by location, job level, experience, and skills.

Company

hirify.global provides technology-enabled grading, authentication, vaulting, and sales services for collectible trading cards, autographs, comic books, coins, video games, tickets, and memorabilia.

What you will do

• Lead and mentor Customer Relations Center team members while assisting with customer queries.
• Monitor and maintain customer response turnaround times across the CRC.
• Resolve customer issues and Claims department cases involving damage reviews through phone and email support.
• Improve CRC responses and create policies and procedures for the team.
• Coordinate with IT to develop efficiency features for the CRC portal.
• Track resolutions across Operations and explain company policies and procedures to customers.

Requirements

• 5+ years of customer service experience.
• Ability to multitask, solve problems, track multiple customer issues, and meet turnaround times.
• Familiarity with PSA standards, values, services, and procedures.
• Clear and professional written and verbal communication across in-person, email, phone, and chat interactions.
• Ability to manage difficult customer situations, de-escalate conflict, maintain confidentiality, and respond promptly to customer needs.
• Must be authorized to work in the United States.

Nice to have

• Associate degree or equivalent.
• Fluency in written and spoken Spanish.

Culture & Benefits

• Medical, dental, and vision insurance for eligible full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan.
• Paid vacation and ten company-paid holidays.
• Employee discounts on select grading services.
• Team celebrations, holiday events, and team-building activities.

Hiring process

• Video interviews require candidates to keep their cameras on; some interview steps may take place by phone.
• Final-stage onsite interviews may be requested at the company’s discretion.