Supervisor, PSA Customer Experience

Role Overview

The Supervisor, PSA Customer Experience will lead the operational strategy of the customer experience, delivering world-class customer care to fans and collectors around the globe. The role involves developing relationships with key dealers and individual submitters, implementing meaningful metrics, and continuous improvements to drive revenue, efficiency, and customer loyalty.

What You Will Do

The Supervisor will supervise a team of Customer Experience Representatives across multiple locations, ensuring high performance and exceptional service delivery. They will help define, implement, and track operational KPIs and team metrics, drive revenue growth and customer satisfaction through in-person drop-offs, events, and continuous process improvements.

Why It Might Be a Fit

The ideal candidate will have 6+ years of customer service experience, with 2+ years supervising a customer service-based business. They will have a proven track record of implementing process improvements and SOPs to drive consistency, speed, and quality of customer care at scale.

Requirements

• 6+ years of customer service experience
• 2+ years supervising a customer service-based business
• Bachelor’s or Associate’s degree, or equivalent working experience
• Proven track record of implementing process improvements and SOPs to drive consistency, speed, and quality of customer care at scale
• Demonstrated success supervising teams, with the ability to drive influence, facilitate change, and motivate others
• Excellent communication skills
• Strong problem-solving abilities
• Skilled at time management, multitasking, and prioritizing work effectively across multiple locations and responsibilities
• Ability to diffuse conflict, maintain confidentiality, keep emotions under control, and remain open to new ideas
• Strong organizational and reporting skills, with attention to detail and the ability to work under pressure
• Experience with Salesforce or a similar CRM
• Hands-on experience attending, managing, or leading operations at trade shows, conventions, or collector events

Benefits

• Health Insurance
• Additional Benefits (fertility, commuter, and educational assistance)
• 401(K) Matching Plan
• Vacation
• Holiday Pay
• Employee Discounts
• Flexible Hours
• Fun Working Environment

Tagged as: Salesforce