About Ancestry:When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, connects everyone with their past so they can discover, preserve, and share their unique family stories. With our unparalleled collection ...

The Sr. Customer Relations Supervisor is responsible for leading day-to-day team performance and ensuring the effective execution of Customer Relations operations. This role provides hands-on supervision, coaching, and performance management for Customer Relations Associates, with a strong focus on accountability, service quality, and continuous improvement. Responsibilities include supervising daily activities, monitoring performance metrics, resolving escalated customer interactions, and supporting process improvements.

<div>About Ancestry: When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, connects everyone with their past so they can discover, preserve, and share their unique family stories. With our unparalleled collection of more than 65 billion records, over 3.5 million subscribers, and over 27 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving, and sharing the most important information about themselves and their families. We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations <a href="https://careers.ancestry.com/benefits" target="_blank">HERE</a>). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity. Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.  Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.About iMemoriesiMemories, owned by Ancestry, is a category leader in digitizing and preserving personal family memories. By combining innovative technology with a seamless online experience, iMemories makes it simple, convenient, and secure for consumers to convert legacy media such as tapes and film reels into digital formats that can be easily stored, accessed, and shared across devices. As part of the Ancestry family, iMemories is expanding its impact by helping people preserve, connect with, and share their most meaningful life moments. Position OverviewThe Sr. Customer Relations Supervisor is responsible for leading day-to-day team performance and ensuring the effective execution of Customer Relations operations. This role provides hands-on supervision, coaching, and performance management for Customer Relations Associates, with a strong focus on accountability, service quality, and continuous improvement. Acting as a working supervisor and key partner to the Customer Relations Manager, this position plays a critical role in reinforcing performance expectations, addressing escalated customer concerns, and driving operational excellence across the team.What you will do...Supervision &amp; Team Leadership<ul><li>Directly supervise and support the daily activities of Customer Relations Associates, including workflow coordination, task prioritization, and real-time guidance </li><li>Foster a high-performance, accountable team environment focused on service quality and efficiency </li><li>Lead team huddles, communications, and training to ensure alignment with departmental goals and expectations </li><li>Assist with onboarding and training of new team members </li></ul>Performance Management &amp; Coaching<ul><li>Monitor and analyze individual and team performance metrics, including productivity, quality, and customer satisfaction </li><li>Provide consistent coaching, feedback, and development support to reinforce expectations and improve performance </li><li>Execute performance management processes, including documentation, corrective actions, and follow-up </li><li>Identify performance gaps and partner with leadership to implement improvement plans </li><li>Prepare and maintain reports on team performance and operational metrics </li></ul>Escalation &amp; Customer Issue Resolution<ul><li>Serve as the primary point of contact for escalated customer interactions, including complex, sensitive, or high-impact issues </li><li>Resolve escalations with professionalism, urgency, and a customer-first mindset </li><li>Provide real-time support and guidance to team members handling challenging customer situations </li><li>Identify root causes of escalations and recommend process or training improvements to reduce recurrence </li></ul>Process Improvement<ul><li>Support implementation of process improvements and workflow efficiencies aligned with departmental goals </li><li>Ensure adherence to Standard Operating Procedures (SOPs) and provide input for updates based on operational insights </li><li>Assist with staffing coordination and labor allocation to meet service levels and business demands </li><li>Collaborate cross-functionally to support order completion and resolve customer issues </li><li>Conduct research related to customer orders, media inquiries, or service issues as needed </li><li>Provide technical support for iMemories applications to customers and internal teams </li><li>Perform other duties as assigned </li></ul>Who you are...Qualifications / Education<ul><li>Minimum of 4 years of customer service experience, with 1–2 years of proven supervisory or team leadership experience </li><li>Demonstrated experience in coaching, performance management, and team development </li><li>Strong experience working with performance metrics, reporting, and continuous improvement initiatives </li><li>Associate’s or Bachelor’s degree preferred </li></ul>Skills &amp; Competencies<ul><li>Strong leadership and team supervision skills </li><li>Effective performance management and coaching ability </li><li>Advanced conflict resolution and escalation handling skills </li><li>Excellent written and verbal communication </li><li>Highly organized with the ability to manage multiple priorities in a fast-paced environment </li><li>Proficiency with computer systems (Mac, PC, and/or Linux preferred) </li><li>Working knowledge of Microsoft Office or Google Workspace </li><li>Media handling/identification experience (videotape, film reels, audio, images) is a plus </li><li>Positive, team-oriented mindset with a strong customer focus </li></ul>Physical Demands: The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.   This role may require sitting or standing for extended periods, as well as occasional walking. Some reaching, bending, or lifting may be required for filing or handling materials. Proper lifting techniques should be used. Work Environment: The work environment characteristics described here are representative of those encountered while performing essential job functions. Reasonable accommodations may be made as needed.This role operates primarily in a standard office environment. Occasional exposure to shipping/receiving areas may occur. No special safety equipment is required. **This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.Additional Information:Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.All job offers are contingent on a background check screen that complies with applicable law. For candidates who live in San Francisco, CA, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.</div>

Scottsdale

Associate’s or Bachelor’s degree preferred

Minimum of 4 years of customer service experience

1–2 years of proven supervisory or team leadership experience

Demonstrated experience in coaching, performance management, and team development

Strong experience working with performance metrics, reporting, and continuous improvement initiatives

Leadership

Performance Management

Coaching

Conflict Resolution

Communication

Organizational Skills

Microsoft Office

Google Workspace

Media Handling

Senior Customer Relations Supervisor

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 pur...

Lead the PSA Vault customer relations workstream, managing queue performance, SLAs, escalations, and daily operations. Oversee customer communication and operational workflows related to Vault issues, ensuring timely and accurate resolutions while collaborating with multiple teams.

<div>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, the UK, 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. We’re looking for a Customer Relations Supervisor to lead the PSA Vault customer relations workstream within CRC. This role owns queue performance, SLAs, escalations, and day-to-day execution for Vault-related CRC work, while serving as a primary partner to Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership.The supervisor will lead a hybrid customer-relations and operational function focused on Vault-held and Vault-adjacent issues that require CRC handling, pulling, packing, shipping coordination, and customer communication. This includes oversight of cases involving Vault damage, Vault mis-shipments, wrong-account issues, customer-direct Vault issues, label corrections, reholders, and related exception workflows.This leader will ensure customers receive timely, accurate communication while internal teams execute clean handoffs, correct routing, and high-quality resolutions. The role is embedded in the operations process and works cross-functionally with multiple teams supporting PSA Vault inventory, exception handling, and marketplace-related incidents.You’ll report to the Assistant Manager, PSA Customer Relations and work from our Santa Ana, CA office location from Monday - Friday 6:00am-2:30pm.Onsite Requirement:This role requires you to be onsite in the office 5 days per week. <h2>What You’ll Do:</h2><ul><li>Own the CRC Vault queue, including workload prioritization, SLA performance, aging, escalations, and resolution quality.</li><li>Serve as the primary point of contact for Vault Operations, Marketplace, Claims, Customer Care, and CRC leadership on Vault-related CRC matters.</li><li>Lead and coach team members handling Vault damage, misshipped and misrouted items, wrong-account issues, customer-direct Vault concerns, label corrections, reholders, and related exception cases.</li><li>Oversee operational workflows for pulling, packing, labeling, and routing items to customers or partner facilities, including PSA, SGC, and Beckett.</li><li>Ensure accurate case documentation, work order creation, status tracking, and issue tagging within Salesforce and related systems.</li><li>Use Lightdash and operational tools to monitor Vault damage, misshipments, missing-cert trends, and business-line activity to improve prioritization and reduce repeat issues.</li><li>Partner with teams supporting GAO, Power Pack, Graded Grails, Instant Offers, PSA eBay Store, AG, Customer Direct, and Standard PSA Vault workflows to ensure proper routing and ownership.</li><li>Support training, SOP development, ramp plans, and continuous improvement efforts for Vault CRC workflows and onsite execution.</li></ul><h2>Who You Are:</h2><ul><li>Strong experience in customer relations, operations, or exception-based case management in a fast-paced environment.</li><li>Able to lead escalated and high-complexity work while balancing customer communication with operational execution.</li><li>Skilled in cross-functional communication and partnership building across operations, leadership, and support teams.</li><li>Comfortable working in Salesforce and work order-driven environments, with strong documentation and follow-through habits.</li><li>Highly detail-oriented, organized, and able to make sound decisions within established workflows while handling exceptions appropriately.</li><li>Familiar with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory.</li><li>Able to coach teammates, reinforce process standards, and help drive department improvements.</li></ul><h2>Systems &amp; Tools:</h2>This role should be comfortable working across the core Vault CRC toolset, including Salesforce, PSA eBay Store access, Ginza/AG tracking, Korber, WMS, Lightdash, Vault Admin, ProShip, and grading/cert maintenance tools.Physical Requirements:<ul><li>Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time</li><li>Hand Use: Regular hand use for various tasks</li><li>Hearing Requirements: Ability to hear alarms, signals, and verbal instructions</li><li>Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds</li><li>Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently</li><li>Sitting or Standing: Ability to sit or stand for extended periods of time</li></ul><h2>Success Measures:</h2><ul><li>Time to first touch on Vault CRC cases.</li><li>Time to resolution for Vault-related CRC work.</li><li>Time to physically pull, pack, and route items correctly.</li><li>Reduction in repeat Vault mis-shipments and damage recurrences.</li><li>Accurate business-line tagging and clean cross-functional handoffs.</li></ul>Salary Range: The salary range for this position is $69,377 - $81,620. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.<h2></h2><h2>Reasons To Join Us:</h2><ul><li> Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision</li><li>Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits</li><li>401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals</li><li>Vacation: All salaried employees are eligible for flexible time-off</li><li>Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays</li><li>Employee Discounts: Employees receive discounts on select grading services for approved submissions</li><li>Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs</li><li>Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities </li></ul>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 interviewfraud@collectors.com. 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 interviewaccommodation@collectors.com U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our<a href="https://app.collectors.com/usapplicantprivacypolicy" target="_blank"> Privacy Notice for U.S. Applicants</a>. </div>

Santa Ana

Familiar with quality assurance, grading-related issues, and the sensitivities involved in handling high-value collectibles and Vault inventory

Able to coach teammates, reinforce process standards, and help drive department improvements

Strong experience in customer relations, operations, or exception-based case management in a fast-paced environment

Ability to lead escalated and high-complexity work while balancing customer communication with operational execution

Comfortable working in Salesforce and work order-driven environments

Customer Relations

Operations Management

Salesforce

Cross-functional Communication

Detail-oriented

Quality Assurance

Supervisor, Customer Relations

DescriptionAt Lyon Bakery, we don’t just make bread – We craft the vehicle for some of DC’s finest sandwiches, burgers, toasts, and culinary creations. We’re looking for a people-savvy, solution-oriented, and process-loving Customer Relations Supervisor to lead our fast-paced, high-volume order proc...

Lead and support the team in overseeing call center operations, including shift coverage and task delegation. Monitor support and ticket system queues, assist with escalated customer issues, and perform quality checks. Process purchase orders, maintain inventory, and prepare reports to support departmental goals.

<div>Description At Lyon Bakery, we don’t just make bread – We craft the vehicle for some of DC’s finest sandwiches, burgers, toasts, and culinary creations. We’re looking for a people-savvy, solution-oriented, and process-loving Customer Relations Supervisor to lead our fast-paced, high-volume order processing department. If you thrive on developing the ingredients for a successful team and helping your staff rise to the challenges of providing excellent customer service to DC-area chefs, this could be your next great opportunity. 
 
This person who will shape heartbeat of our bakery’s daily success will… 
Lead and Support the Team 
<ul>
<li>Aid in overseeing call center daily operations, including shift coverage, call-outs, and weekend support</li>
<li>Lead team huddles, delegate tasks, and ensure best practices, company policies, and SOPs are followed</li>
<li>Coach, train, and guide team members; support performance evaluation, handle employee questions and conflicts </li>
<li>Maintain schedules and approve shift swaps in the scheduling system</li>
<li>Track team KPIs and assist with reporting and performance analysis</li>
</ul>
Track Metrics and Interdepartmental Quality Assurance Communication 
<ul>
<li>Monitor support and ticket system queues and team performance metrics</li>
<li>Assist with escalated customer issues and difficult calls </li>
<li>Follow up on complaints and ensure resolution processes are documented and complete</li>
<li>Perform quality checks and support continuous service improvement</li>
</ul>
Provide Operational Coordination
<ul>
<li>Process purchase orders and coordinate shipping logistics</li>
<li>Maintain inventory of office supplies and manage workflow bottlenecks, aiding in the development and improvement of existing SOPs </li>
<li>Reconcile customer refunds and assist with credit adjustments</li>
<li>Prepare reports and analyze team data to support departmental goals</li>
<li>Prepare customers' orders when needed, follow applicable food safety protocols and standards </li>
</ul>
Why You’ll Loaf Working Here
At Lyon Bakery, you’ll be part of a team that values quality, collaboration, and continuous improvement. We’re not just baking bread—we’re building relationships and supporting the culinary community.
NOTE: This job description does not imply that the above functions are the only tasks that may be performed. Supervisors are expected to support the management team in ensuring cultural excellence amongst the staff and superior customer relations with customers. 
 Qualifications What You Bring to the Table
<ul>
<li>Proven leadership experience, ideally in customer service, order processing, or a fast-paced operations environment</li>
<li>Lead team meetings with confidence and positive energy</li>
<li>Empathetic communicator with strong interpersonal skills and a calm, professional demeanor under pressure</li>
<li>Systematic thinker who can identify inefficiencies and implement practical solutions</li>
<li>Excellent problem-solving and conflict-resolution abilities</li>
<li>Comfortable managing shifting priorities, employee dynamics, and customer escalations</li>
<li>Bilingual (Spanish/English) strongly preferred</li>
<li>Call center experience is icing on the cake! </li>
<li>Proficient with customer service platforms (e.g., Zendesk) and basic reporting tools like Excel &amp; other Microsoft office platforms </li>
<li>Able to lead with both structure and heart, setting the tone for a high-performing, supportive team culture</li>
<li>Must be able to work weekends and holidays</li>
</ul>
 </div>

Hyattsville

Bilingual (Spanish/English) strongly preferred

Call center experience is icing on the cake!

Proficient with customer service platforms (e.g., Zendesk) and basic reporting tools like Excel & other Microsoft office platforms

Proven leadership experience, ideally in customer service, order processing, or a fast-paced operations environment

Must be able to work weekends and holidays

Customer Service

Problem Solving

Team Management

Zendesk

Excel

Bilingual (Spanish/English)

Call Center Experience

Customer Relations Supervisor

At Lyon Bakery, we don’t just make bread – We craft the vehicle for some of DC’s finest sandwiches, burgers, toasts, and culinary creations. We’re looking for a people-savvy, solution-oriented, and process-loving Customer Relations Supervisor to lead our fast-paced, high-volume order processing depa...

Lead and support the customer relations team, oversee call center operations, coach and train team members, track team KPIs, assist with escalated customer issues, process purchase orders, maintain inventory, and prepare reports to support departmental goals.

At Lyon Bakery, we don’t just make bread – We craft the vehicle for some of DC’s finest sandwiches, burgers, toasts, and culinary creations. We’re looking for a people-savvy, solution-oriented, and process-loving Customer Relations Supervisor to lead our fast-paced, high-volume order processing department. If you thrive on developing the ingredients for a successful team and helping your staff rise to the challenges of providing excellent customer service to DC-area chefs, this could be your next great opportunity.

This person who will shape heartbeat of our bakery’s daily success will…

Lead and Support the Team

Aid in overseeing call center daily operations, including shift coverage, call-outs, and weekend support
Lead team huddles, delegate tasks, and ensure best practices, company policies, and SOPs are followed
Coach, train, and guide team members; support performance evaluation, handle employee questions and conflicts
Maintain schedules and approve shift swaps in the scheduling system
Track team KPIs and assist with reporting and performance analysis

Track Metrics and Interdepartmental Quality Assurance Communication

Monitor support and ticket system queues and team performance metrics
Assist with escalated customer issues and difficult calls
Follow up on complaints and ensure resolution processes are documented and complete
Perform quality checks and support continuous service improvement

Provide Operational Coordination

Process purchase orders and coordinate shipping logistics
Maintain inventory of office supplies and manage workflow bottlenecks, aiding in the development and improvement of existing SOPs
Reconcile customer refunds and assist with credit adjustments
Prepare reports and analyze team data to support departmental goals
Prepare customers' orders when needed, follow applicable food safety protocols and standards

Why You’ll Loaf Working Here

At Lyon Bakery, you’ll be part of a team that values quality, collaboration, and continuous improvement. We’re not just baking bread—we’re building relationships and supporting the culinary community.

NOTE: This job description does not imply that the above functions are the only tasks that may be performed. Supervisors are expected to support the management team in ensuring cultural excellence amongst the staff and superior customer relations with customers.

What You Bring to the Table

Proven leadership experience, ideally in customer service, order processing, or a fast-paced operations environment
Lead team meetings with confidence and positive energy
Empathetic communicator with strong interpersonal skills and a calm, professional demeanor under pressure
Systematic thinker who can identify inefficiencies and implement practical solutions
Excellent problem-solving and conflict-resolution abilities
Comfortable managing shifting priorities, employee dynamics, and customer escalations
Bilingual (Spanish/English) strongly preferred
Call center experience is icing on the cake!
Proficient with customer service platforms (e.g., Zendesk) and basic reporting tools like Excel & other Microsoft office platforms
Able to lead with both structure and heart, setting the tone for a high-performing, supportive team culture
Must be able to work weekends and holidays

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