Full-Time

Director of Customer Care

Collectors

Collectors

501-1,000 employees

Comprehensive collectible enthusiasts platform

Data & Analytics
Consumer Goods

Senior

Orange, CA, USA

Required Skills
Salesforce
Marketing
Customer Service
Requirements
  • Bachelor’s degree or equivalent highly preferred
  • Minimum of 6+ years of experience managing a customer service team or customer call center in a service-based business
  • Proven track record of designing and implementing process improvements
  • Demonstrated success as a change agent
  • Collaborative and reliable leader
  • Strong empathy for customers with a deep passion for revenue and growth
  • Proven leadership ability and skilled at making forward-thinking decisions
  • Experience with Salesforce or similar CRM; implementation experience is a plus
  • Experience attending trade shows or other events is a plus
  • Familiarity with collectibles and the trading card, coin, autograph, video game, and/or Funko Pop hobbies is a plus
Responsibilities
  • Design and deliver a seamless customer experience strategy
  • Be accountable for driving customer satisfaction
  • Drive the development and continuous improvement of the customer service organization
  • Evaluate trends and problems to enhance the customer experience
  • Define and set operational and customer care team KPIs
  • Partner closely with Technology, Product, and Marketing leaders
  • Ensure Customer Care teams are staffed to support business growth
  • Travel up to 30% of the year

Collectors is a comprehensive platform for collectible enthusiasts, offering a wide range of services from authentication and grading of trading cards, coins, and video games, to financial tracking and marketplace solutions. The company stands out for its industry leadership, with its family of companies including PSA, PCGS, WATA, CardLadder, and Goldin Auctions, all leaders in their respective fields. The company's commitment to digitalization and modernization, coupled with its rich history and expertise in the collectibles industry, makes it an exciting and dynamic place to work.

Company Stage

Seed

Total Funding

$100M

Headquarters

Santa Ana, California

Founded

1986

Growth & Insights
Headcount

6 month growth

8%

1 year growth

29%

2 year growth

105%
INACTIVE