• Drive Platform Adoption & Account Health. • Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value. • Proactively monitor account health to identify low-usage trends, friction points, and churn risks early. • Identify expansion opportunities by helping customers scale usage across new workflows and internal teams. • Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals. • Deliver Enablement & Training. • Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients. • Ensure a smooth transition for customers moving from initial onboarding into long-term customer success. • Support scalable education by contributing to user documentation, training guides, and self-service content. • Client Escalations Management. • Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues. • Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths. • Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations. • Enable Commercial Teams & Feedback Loops. • Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities. • Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership. • Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

• Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization • Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI • Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates • Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps • Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts

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. We are currently looking for a Customer Care Manager to lead the regional customer service function and ensure a high-quality experience for our Collectors Club members across Asia-Pacific. This role will focus on improving service standards, managing team performance, resolving escalations, and strengthening customer satisfaction while supporting business growth. This position will be based in Hong Kong and will report to the General Manager, PCGS APAC. What You’ll Do● Develop and maintain customer service standards, workflows, operating procedures, and performance management practices ● Lead, coach, and manage the customer service team to ensure service targets are met ● Identify potential high-value Collectors Club members and refer them to Business Development team for key account development opportunities ● Monitor service performance, analyze data, and identify process improvements ● Handle escalated customer issues and complaints professionally ● Organize team training and development programs ● Partner with sales and operations team to improve customer journey ● Build, manage, and expand strong relationships across the PCGS internal network, for collaboration across all departments Who You Are● Strong customer service mindset and problem-solving skills ● Effective people manager who motivates teams ● Interest in the collectibles, auction, or grading industries Language SkillsFluent in English, Cantonese, and Mandarin is required. Additional Asian language skills are a strong plus. 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 Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.

• Lead the optimization of the new user onboarding process by implementing product iterations, personalized marketing campaigns tailored to individual users, and targeted engagement strategies to improve new user activation and first-time transaction (FTT) conversion rates. • Build a comprehensive user lifecycle management system and user segmentation framework, and enhanced user engagement and repeat purchase frequency through the development of membership programs, point systems, gamification, and various other strategies including cross-selling. • Design and optimize user referral and viral growth mechanisms to drive product organic growth. • Lead A/B testing and user segmentation strategies to implement refined operations and achieve optimal allocation of operational resources. • Collaborate with teams across the organisation to ensure smooth execution of lifecycle marketing strategies and campaigns. • Utilise strong logical thinking and data analysis skills to uncover business insights, identify problems, and develop data-driven solutions. • Stay well-informed on each Business Unit's products, including their features, user preferences, and pain points.