Supervisor, PSA Customer Care

Location: Onsite in Plano, Texas, United States; 5 days per week. Work shift: 9am–7pm CST, 4 days a week. Candidates must be authorized to work in the United States.

Salary: $67,535–$79,453 per year.

Company

hirify.global provides grading, authentication, vaulting, and sales services for collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia through brands including PSA, PCGS, Beckett, SGC, and Card Ladder.

What you will do

• Lead the day-to-day work of the PSA Customer Care Representative team.
• Define and implement team and operational KPIs for timely, high-quality customer support.
• Plan staffing to support customer service growth and periods of increased demand.
• Improve customer care training and onboarding programs.
• Partner with the Customer Care Manager to design and deliver a data-driven, personalized collector experience.
• Drive customer satisfaction and maintain service standards.

Requirements

• 6+ years of customer service experience, including 2+ years supervising a customer service or call center team.
• Bachelor’s or Associate’s degree, or equivalent work experience; a degree is highly preferred.
• Experience implementing process improvements and standard operating procedures to improve consistency, speed, and quality at scale.
• Demonstrated ability to supervise teams, motivate employees, influence stakeholders, and facilitate organizational change.
• Clear and professional written and verbal communication, with strong conflict-resolution and confidentiality skills.
• Experience with Salesforce or a similar CRM.

Nice to have

• Salesforce implementation experience.
• Experience attending trade shows or other events.
• Familiarity with collectibles and the trading card hobby.

Culture & Benefits

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