PCGS Customer Care Manager
Core
Lead regional customer service operations and team performance for PCGS Collectors Club members across the Asia-Pacific region.
Role type
Senior Customer Care Manager (Regional)
Builds
High-quality customer service experience and operational efficiency for the Collectors Club
Domain
Collectibles authentication, grading, and trading (cards, coins, autographs, etc.)
Deliverable
Dashboards & analysis | client delivery
Required skills
People management, customer service standards development, escalation handling, data analysis, process improvement, team training, cross-functional collaboration
Preferred skills
Knowledge of collectibles/auction/grading industries, additional Asian language skills
Technologies
None explicitly 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 programs; Partner with sales and operations to improve the customer journey
Seniority
Manager, regional leadership