PCGS Customer Care Manager

Location: Hong Kong, China

Company

hirify.global provides grading, authentication, vaulting, and sales services for collectibles including trading cards, autographs, comics, coins, video games, tickets, and memorabilia.

What you will do

• Develop customer service standards, workflows, operating procedures, and performance management practices.
• Lead, coach, and manage the regional customer service team to achieve service targets.
• Monitor service performance, analyze data, and identify process improvements.
• Handle escalated customer issues and complaints professionally.
• Identify high-value hirify.global Club members and refer them to Business Development for key account opportunities.
• Partner with sales, operations, and internal PCGS teams to improve the customer journey and collaboration.

Requirements

• Strong customer service mindset and problem-solving skills.
• Experience managing and motivating teams.
• Fluent English, Cantonese, and Mandarin required.
• Interest in the collectibles, auction, or grading industries.

Nice to have

• Additional Asian language skills.

Culture & Benefits

• Full-time role supporting the Asia-Pacific customer service function.
• Position reports to the General Manager, PCGS APAC.
• Video interviews require cameras to be on; some interview steps may take place by phone.
• Reasonable accommodations are available during the application and interview process.

Hiring process

• Interview stages may include video and phone interviews.
• Remote-role candidates may be asked to attend an on-site interview during the final stages at the company’s discretion.