About the role

Customer Care Supervisor leading a team to provide exceptional experiences to collectors in a service-centered environment. Managing inquiries and fostering continuous improvement within the customer care team.

Responsibilities

Supervise, hire, train, and develop a team of customer care specialists, conducting regular performance reviews and fostering professional growth opportunities
Manage and prioritize collector inquiries and escalations to ensure timely, accurate resolutions that honor the trust collectors place in us
Monitor and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and service level achievement to drive continuous improvement
Design and implement process improvements that enhance the quality and consistency of customer care delivery at scale
Create and maintain support resources, documentation, and knowledge base articles that empower both collectors and team members
Assign work, schedule staff, and oversee daily operations to ensure adequate coverage and workflow efficiency across time zones
Serve as an escalation point for complex customer issues, providing clear guidance during periods of heightened demand
Present regular reports on team metrics, customer feedback, and operational health to inform strategic decisions
Lead by example and be a champion of all company policies, including safety, attendance & security

You have a minimum of 2 years leading or managing teams with direct supervisory responsibility, including hiring, training, performance management, and disciplinary actions
You bring at least 2 years of full-time customer service experience in a service-based, business-to-consumer (B2C) environment, preferably in a call center or contact center setting
You've successfully designed and implemented process improvements that resulted in measurable enhancements to customer care delivery
You're proficient with CRM systems (Salesforce or similar) and use data-driven approaches to solve problems and make decisions
You possess excellent verbal and written communication skills and can effectively interact with customers, team members, and senior leadership
You're organized, can manage multiple priorities in fast-paced environments, and remain calm under pressure
You have a customer service orientation with strong empathy for collectors and commitment to delivering exceptional experiences
You're collaborative, process-focused, and committed to continuous improvement and change management
You understand recurring revenue business models and the value drivers that impact customer retention and growth
Familiarity with collectibles industries including trading cards, coins, autographs, video games, and/or Funko Pop hobbies is a plus
Bachelor's degree in Business Administration, Communications, or related field, or equivalent combination of education and experience

Health Insurance : All full-time employees are eligible to enroll in Medical, Dental, and Vision
Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
Vacation : All salaried employees are eligible for flexible time-off
Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
Employee Discounts: Employees receive discounts on select grading services for approved submissions
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities