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Head of Client Services

2 months ago

Santa Ana, California, United States Collectors Full time

About Collectors:
Collectors is a premier innovator in technology, dedicated to delivering exceptional services for collectors globally. We specialize in grading, authenticating, securing, and trading millions of record-breaking collectibles, while continuously modernizing and digitizing our processes to fulfill our mission of empowering collectors in their pursuits.

Position Overview:
We are seeking a Head of Client Services to spearhead the operational strategy and vision for customer engagement, emphasizing the delivery of outstanding service at scale. In this pivotal role, you will oversee the daily operations of our Client Services team, addressing the needs of our Professional Coin Grading Service (PCGS) and Professional Sports Authenticator (PSA) divisions.

Key Responsibilities:
As a leader in a service-oriented B2C environment, you will:

  • Design and implement a cohesive customer experience strategy, leveraging data and brand insights to create a streamlined and personalized service journey for collectors.
  • Ensure customer satisfaction levels meet our organizational standards and drive continuous improvement initiatives.
  • Develop and enhance the customer service framework by establishing a knowledge management system, including instructional design and resource development to support superior customer interactions.
  • Analyze trends and challenges to formulate strategies that improve the customer experience and address known issues through process enhancements and technology advancements.
  • Set and monitor operational and team performance metrics to support significant revenue and profit growth.
  • Collaborate closely with Technology, Product, and Marketing teams to maintain visibility into customer concerns.
  • Ensure the Client Services team is adequately staffed to support business expansion, focusing on attracting, nurturing, and retaining high-performing talent while utilizing data to assess team performance.
  • Be prepared for travel commitments as required.

Candidate Profile:
The ideal candidate will possess:

  • A Bachelor's degree or equivalent experience, with a minimum of 6+ years in managing a customer service team or call center within a service-driven organization.
  • A proven history of implementing process enhancements that drive consistency, speed, and quality in customer service delivery.
  • Demonstrated ability to act as a change agent, effectively influencing and facilitating organizational change.
  • A collaborative leadership style, employing a data-driven approach to problem-solving with a strong focus on continuous improvement.
  • Empathy for customers, coupled with a passion for driving revenue and growth, and a deep understanding of value drivers in recurring revenue models.
  • Strong leadership capabilities, with a knack for making forward-thinking decisions that inspire and build effective teams to maximize performance.
  • Experience with CRM systems, such as Salesforce, is advantageous; implementation experience is a plus.
  • Familiarity with collectibles, including trading cards, coins, autographs, video games, and Funko Pops, is beneficial.

Compensation and Benefits:
The salary range for this role is competitive and commensurate with experience. We offer a comprehensive benefits package, including health insurance, 401(k) matching, flexible time-off, holiday pay, employee discounts, and a vibrant work environment that encourages team engagement and development.

Collectors is committed to fostering a diverse and inclusive workplace, ensuring equal employment opportunities for all individuals regardless of their background or identity.