Brand Protection Customer Support

Location: Frankfurt, Germany. Candidates must be eligible to work in the European Union; visa sponsorship is not available.

Salary: €46,000–€53,000 gross annual, with possible bonuses or other variable compensation.

Company

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

What you will do

• Act as an in-house expert in detecting counterfeit or tampered PSA and other subsidiary products.
• Manage high-volume, complex, and high-priority Brand Protection customer cases.
• Assess claims, determine resolution paths, and communicate decisions and next steps by phone and email.
• Support Salesforce case management and investigations requiring onsite collaboration with the German Grading team.
• Coordinate with Operations, Grading, Autograph Authentication, CRC, and Customer Care to research issues and execute resolutions.
• Identify recurring issues and process gaps, recommend workflow improvements, and support training and knowledge sharing.

Requirements

• English at B2 level or higher.
• Experience in customer relations, customer support, claims, or operations, preferably in collectibles, financial services, ecommerce, or a related field.
• Experience handling complex or escalated customer issues and collaborating cross-functionally.
• Strong written and verbal communication, attention to detail, documentation, and case-tracking skills.
• Proficiency with business software and CRM or case-management systems such as Salesforce Service Cloud.
• Ability to prioritize competing tasks, follow structured processes, use sound judgment, and recognize cases requiring escalation.

Culture & Benefits

• Opportunity to help launch and grow the PSA brand in the EU market.
• Dynamic, collaborative international team.
• Startup environment supported by the stability and resources of an established US business.
• Competitive salary and benefits.
• Criminal background check required.