Supervisor, Customer Relations

Location: Onsite in New Castle, Delaware, Tuesday–Saturday, 8:00 a.m.–5:30 p.m.; five days per week

Salary: $61,396–$99,678 per year

Company

hirify.global provides technology and value-added services for collectible authentication, grading, vaulting, and sales across trading cards, autographs, comics, coins, video games, tickets, and memorabilia.

What you will do

• Own the PSA Vault customer-relations queue, including prioritization, SLAs, aging, escalations, and resolution quality.
• Coordinate with Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related cases.
• Lead and coach team members handling damage, mis-shipments, wrong-account issues, label corrections, reholders, and other exception workflows.
• Oversee pulling, packing, labeling, and routing items to customers and partner facilities, including PSA, SGC, and Beckett.
• Maintain accurate case documentation, work orders, status tracking, and issue tagging in Salesforce and related systems.
• Support training, SOP development, ramp plans, and continuous improvement for Vault CRC workflows.

Requirements

• Experience in customer relations, operations, or exception-based case management in a fast-paced environment.
• Ability to lead escalated, high-complexity cases while balancing customer communication and operational execution.
• Strong cross-functional communication, organization, decision-making, and follow-through skills.
• Experience with Salesforce and work-order-driven environments.
• Familiarity with quality assurance, grading-related issues, high-value collectibles, and Vault inventory.
• Must be authorized to work in the United States and able to lift, carry, and move materials up to 40 pounds.

Culture & Benefits

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

Hiring process

• Video interviews require candidates to keep their cameras on; some steps may take place by phone.
• An onsite interview may be requested during the final stages.