Supervisor, Beckett Customer Care

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

Salary: $67,535–$79,453 per year, with possible bonuses, commissions, or other compensation.

Company

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

What you will do

• Lead, coach, and develop Team Leads and Customer Care Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams on process improvement, hiring, onboarding, workforce planning, and employee engagement.

Requirements

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Must be authorized to work in the United States and work onsite in Plano five days per week.

Nice to have

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience with customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI-powered customer service tools and workflow automation.

Culture & Benefits

• Medical, dental, and vision insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan.
• Paid vacation or flexible time off, depending on employment classification, plus ten company-paid holidays.
• Employee discounts, flexible schedules where available, 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.
• Final-stage candidates may be asked to participate in an onsite interview.