Senior Customer Relations Lead, PSA

Location: Jersey City, New Jersey, United States. This is a full-time onsite role requiring office attendance five days per week, with shifts scheduled between 6:30 a.m. and 11:00 p.m.

Hourly rate: $31.

Company

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

What you will do

• Resolve customer queries by identifying issues, investigating causes, and explaining appropriate solutions.
• Process customer adjustments, claims, and shipping- or handling-related cases.
• Collaborate with Operations and other departments to develop accurate customer responses.
• Maintain spreadsheets tracking incoming orders and customer-related activity.
• Use sound judgment and department protocols when communicating with internal and external parties.
• Escalate unresolved issues to the appropriate lead or supervisor.

Requirements

• Authorization to work in the United States is required.
• At least four years of relevant customer relations or customer service experience.
• Strong problem-solving, communication, listening, empathy, and de-escalation skills.
• Organized, detail-oriented, and able to demonstrate sound interpersonal judgment.
• High school diploma or equivalent; a college degree is preferred.
• Knowledge of Google Workspace; Salesforce knowledge is preferred.

Culture & Benefits

• Medical, dental, and vision insurance for eligible full-time employees.
• Fertility, commuter, educational assistance, paid vacation, and ten paid company holidays.
• 401(k) matching plan and discounts on selected grading services.
• Flexible scheduling may be available depending on the team and shift.
• Celebrations, holiday events, and team-building activities.
• The role involves extended computer use, phone work, sitting or standing, and lifting or carrying materials up to 40 pounds.

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.