PCGS Customer Care Manager
Core
Lead the regional customer service function for Collectors Club members across Asia-Pacific, focusing on improving service standards, managing team performance, and resolving escalations.
Role type
Senior Customer Care Manager (Regional)
Builds
High-quality customer service experience for Collectors Club members in the APAC region
Domain
Collectibles industry (trading cards, autographs, coins, etc.)
Deliverable
dashboards & analysis
Required skills
Customer service management, team leadership, escalation handling, process improvement, data analysis, training program development, cross-functional collaboration
Preferred skills
Knowledge of collectibles/auction/grading industries, additional Asian language skills
Technologies
None stated
Responsibilities
Develop and maintain customer service standards and workflows; Lead, coach, and manage the customer service team; Identify high-value members for Business Development; Monitor service performance and analyze data; Handle escalated customer issues; Organize team training; Partner with sales and operations; Build internal network relationships
Seniority
Manager, regional leadership