Senior Customer Care Training Lead, PSA

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.

We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

Collectors is seeking a Senior Customer Care Training Lead to join the PSA Customer Care team, and oversee the team with training-related needs. This includes the ability to organize, plan, document, and execute training sessions for all employees. Creating, maintaining, and updating the training curriculum will be a critical task. As a Senior Customer Care Training Lead, you will work with people from various departments within Collectors; from Operations to

Customer Care, assist the Customer Care team members that may need training or retraining. You will provide education and preparation for both existing and new staff and work directly with management to maintain consistency of the training content.

This position will report to the Customer Care Manager and work onsite at our Santa Ana, CA office headquarters.

What You’ll Do:

• Lead training in all key areas of the PSA Customer Care department that may have training needs. Training will be delivered to new hires, temporary employees, and existing employees in PSA Customer Care.

• Focus on building annual programs and preparing teaching plans for all employees. 

• Support with onboarding and training new hires and temporary employees for PSA Customer Care. 

• Communicate with team members, fellow trainers, and technical writers 

• Anticipate and identify future training needs and create a curriculum, with the PSA Customer Care Manager’s guidance to facilitate training. 

• Improve policies, procedures, and processes through the identification of opportunities for improvement from defined issues considering current procedures; recommend and implement optimal solutions; measure observed improvements, draft documents and reports within PSA Customer Care.

Who You Are: 

• B.S. or B.A. preferred

• 4-6 years of experience in a training environment required.

• 2-4 years leading a training team is preferred.

• 2-4 years of lead or supervisory experience required.

• Fluent in English with the ability to read and comprehend instructions, correspondence, and memos; ability to effectively present information in one-on-one and group situations to other employees of the organization at multiple levels of employment/management. 

• Attendance must be reliable, and you must be flexible to occasionally cater to later shifts. 

• Strong computer skills (Gmail, Google Drive, Google Slides, etc.).

• Proven work experience in training others.

• Proven experience in designing training events in a corporate setting, including technical writing skills (writing manuals).

• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc.)

• Strong planning, problem-solving, and project management skills.

• Ability to stay organized and be detail-oriented.

• Ability to present complex information to a variety of audiences.

• Excellent written and verbal skills, good interpersonal skills, conflict resolution, and time management skills.

Physical Requirements:

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.

• Hand Use: Regular hand use for various tasks.

• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.

• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.

• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently. 

• Sitting or Standing: Ability to sit or stand for extended periods of time.

Hourly Rate: 

The reasonable estimated hourly rate for this position is $28. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. 

Reasons To Join Us:

• 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 full-time employees are eligible for paid vacation

• 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

Candidates must be authorized to work in the United States.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.