Collectors Offices

Handles customer inquiries, resolutions, adjustments, and account support for PSA. Collaborates with Operations to investigate issues, provide accurate information, update order spreadsheets, and escalate unresolved matters. The role requires strong communication, empathy, organization, problem-solving, and customer relations skills. It is full-time onsite in Santa Ana, California, Monday through Friday from 3:00 p.m. to 11:30 p.m., with occasional lifting of up to 40 pounds.

Owns high-value and high-risk customer escalations from intake through resolution. Responsibilities include investigating claims using source data, applying decision frameworks, leading sensitive customer calls, coordinating legal settlements and finance refunds, maintaining case tracking, escalating precedent-setting decisions, and identifying systemic complaint patterns. Requires strong communication, organization, problem-solving, spreadsheet proficiency, and at least five years of experience in customer support, escalations, claims, or trust and safety.

Provides front-line and escalated customer support for a collectibles marketplace, resolving account, payment, payout, redemption, inventory, technical, and fulfillment issues. Categorizes customer feedback, identifies recurring problems, supports workflow improvements, and collaborates cross-functionally to improve the platform experience.