Customer Care Lead (Beckett)

Location: Plano, Texas; onsite in the office 5 days per week

Hourly rate: $26 per hour

Company

hirify.global provides grading, authentication, vaulting, and sales services for trading cards, autographs, comics, coins, video games, tickets, and other collectibles through brands including Beckett, PSA, PCGS, SGC, and Card Ladder.

What you will do

• Lead and mentor Customer Response Center team members and assist with customer queries.
• Monitor turnaround times and ensure customer requests are handled within required time frames.
• Create and improve Customer Response Center policies, procedures, and responses.
• Collaborate with IT to develop efficiency features for the customer response portal.
• Support label correction, research, damage review, and claims-related responses.
• Track resolutions and educate customers about company procedures and policies through phone, email, and chat.

Requirements

• At least 5 years of customer service experience.
• Ability to multitask, solve problems, track multiple customer issues, and maintain turnaround times.
• Familiarity with PSA standards, values, services, and procedures.
• Clear and professional written and verbal communication, including handling difficult or emotional customer situations.
• Ability to explain and apply company policies in person, by email, phone, and chat.
• Must be authorized to work in the United States; employment eligibility is verified through e-Verify.

Nice to have

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

Culture & Benefits

• Medical, dental, and vision insurance for full-time employees.
• 401(k) matching plan, paid vacation, and ten company-paid holidays.
• Fertility, commuter, and educational assistance benefits.
• Employee discounts on selected grading services.
• Flexible schedules may be available depending on the team, along with 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.
• An onsite interview may be requested during the final stages at the company's discretion.