Community Engagement Associate

What You’ll Do

Manage customer engagement across owned platforms: This role will be responsible for customer engagement and assistance across multiple channels, including but not limited to public inquiries and private direct messages across Instagram, X/Twitter, Facebook and more. This scope will also include proactively seeking and resolving community issues on non‑owned channels, such as message boards or public community groups. This role will also include scoping and managing potential new community channels. PSA will be utilizing Sprinklr to assist with community management and publishing efforts, giving the person in this role a premium tool to utilize for success.
Work closely with key Marketing stakeholders and Customer Support: This position will be part of PSA’s Marketing organization primarily, working with multiple stakeholders on customer acquisition strategies and tactics, while also working closely with PSA’s Customer Support and CRC teams, ensuring best‑in‑class direct customer assistance.
Develop & execute customer acquisition strategy: Meeting PSA’s customers – both new and existing – where they are is a core business focus, and that extends well beyond physical location. This position will be responsible for developing a strategy to reach PSA’s customers who are either experiencing issues or interested in PSA’s authentication & grading services, but have not yet engaged with PSA directly.
Drive community engagement and activation at in‑person events: As PSA continues to ramp up its presence at hobby shows and with local card shop drop‑off events, this position will assist with in‑person activation that enhances the customer experience.
Assist with PSA social media content management: This position will also have integration with executing PSA’s overall social media content strategy, offering data‑ and experience‑driven insights on how we can continually tailor our efforts to best help our customers.
Elevate Brand Visibility: Maintain a consistent presence in the digital landscape, strategically sharing our narratives, strengthening our brand positioning and ensuring our company remains top‑of‑mind within the collecting community.
Location & Reporting

The role reports to the Manager, Social Media within PSA’s Marketing team, and will work from our SantaAna or JerseyCity office. If you live within a 1‑hour commuting distance to our SantaAna office, you will be required to be on‑site most of the time.
Who You Are

Collecting Enthusiast: You have a genuine passion for collecting, which allows you to speak from a knowledgeable position and engage credibly with experienced collectors, journalists and content creators in the hobby.
Strategic Communicator: You communicate professionally with key internal stakeholders and external partners & customers alike, with a track record of developing successful communications strategies that drive engagement and growth.
Relationship Builder: Your ability to cultivate and nurture relationships with key internal stakeholders & partners and also customers is second to none. You're a skilled collaborator, as well.
Social Media Savvy: You not only have excellent, professional communications skills, but you know digital community spaces well. You’re well‑versed in 1:1 interaction and engagement on platforms ranging from Instagram and Facebook to Reddit and Discord, both in terms of public‑facing communications and also private customer communications.
Experienced Professional: Your background includes experience (1-3 years+) in customer engagement, external communications and/or social media management and strategy, ideally within a consumer-focused or hobby-based industry.
Salary Range

The salary range for this position is $57,499 - $76,440. Actual compensation on this range varies based on a variety of non‑discriminatory factors, including location, job level, experience, and skill set.
Benefits

Health Insurance: All full‑time employees are eligible to enroll in Medical, Dental, and Vision
Additional Benefits: Full‑time employees are eligible for fertility, commuter, and educational assistance benefits
401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
Vacation: All salaried employees are eligible for flexible time‑off
Holiday Pay: All regular, full‑time employees are eligible for ten company paid holidays
Employee Discounts: Employees receive discounts on select grading services for approved submissions
Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities
Equal Opportunity Employment

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 serve the diverse community of collectors we support.

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