Collector Success Manager (Philippines Remote)

About Hip eCommerce
We are avid collectors building the most efficient, specialized collectible communities on earth; where our vision is to know where every collectible is in the world, who has it, who wants it, and use technology to bring them together.
Today, we operate three marketplaces, including HipComic, HipStamp, and HipPostcard. At HipComic we're blazing a trail in the comic book industry with our advanced image recognition features for selling, as well as our My Collection app that lets you organize and track your collection with just one snap.
We are a dynamic, fast-growing, VC-backed company that caters to collectors from all over the world. Our company is known for its vibrant culture and community, and we are committed to providing the best customer experience to our users. We're also a worldwide, fully remote team, with a strong employee presence in the United States and the Philippines, and our employees are our strongest assets.
About the Position
Are you a people person with a passion for collectibles? Do you thrive in fast-paced, dynamic environments where every day brings new challenges? Well, look no further. As our Collector Success Manager, you'll be the go-to hero for our collectors, buyers, and general account holders (excluding sellers). You'll work closely with our Head of Operations and other department leaders to drive epic customer journeys, oversee an amazing team of Collector Success Agents, and implement strategies that make our non-selling users' experience downright legendary. If you're up for the challenge of boosting everything from onboarding to high-end concierge services, all while being the voice of the collector in every room, then this is the role you've been waiting for.
How You'll Spend Your Time:

• Collector Crusader: Engage directly with collectors, buyers, and general account holders via our help desk, emails, and the occasional call, ensuring they experience nothing less than customer service nirvana.
• Onboarding Oracle: Revamp and streamline the new user and buyer journeys, and make sure each user is not just onboarded, but onboarded and excited across our Marketplace and My Collection app.
• Help Desk Hero: Be the maestro of our help desk and knowledge articles. Keep them up-to-date, accessible, and so clear that a comic book superhero could follow them mid-battle.
• High-End Handler: Oversee our Concierge Sales Service, making sure our high-end buyers feel more VIP than a Stan Lee signed Spider-Man comic.
• Team Tactician: Skillfully manage a team of Collector Success Agents, setting them up for success and growth while ensuring the customer experience and journey is nothing short of epic.
• AI Aficionado: Leverage AI and other cutting-edge tools to elevate efficiency, response times, and customer engagement to next-level awesomeness.
• Brand Rockstar: Represent us at trade shows and events, become the living embodiment of the Hip eCommerce brand. Spread the word, build the hype, and collect some fans!
• Community Commander: Oversee and foster community engagement on Discord and other platforms, making them feel less like platforms and more like home for collectors and fans.
• Content Conductor: Collaborate with Marketing and Growth to make your presence felt in social media posts, videos, podcasts-you name it. We're talking 5-star brand evangelism here!
• Virtual Virtuoso: Plan and host engaging virtual events to educate, and entertain our users.
• Cross-Department Collaborator: Be the voice of the user across all departments, working seamlessly with Marketing, Growth, Technology, and additional teams to amplify customer satisfaction and feedback loops.
• ★ Guardian of Trust & Safety: Run our Trust & Safety department like a seasoned superhero, ensuring a secure and respectful environment for all users.

Qualifications:

• Tech-Savvy Titan: You're comfortable with help desk software, CRMs, and maybe even know a little HTML. Basically, you can find your way around a digital utility belt, and have 5+ years of relevant experience.
• Team Trailblazer: You've got at least 3 years of experience managing teams. You're not just a boss-you're a leader who creates a positive work culture.
• Communication Captain: Whether it's written, verbal, you communicate clearly and effectively.
• Proactive Pioneer: No need to tell you twice. You're always two steps ahead, identifying opportunities, solving problems, and paving the way for others.
• Data Detective: You know your way around metrics and KPIs.
• Networking Ninja: Whether it's at trade shows or virtual events, you have a knack for turning every interaction into a meaningful connection-be it a partnership, alliance, or a lifelong fan of our brand.
• Goal Gladiator: You set 'em, break 'em down, and most importantly-you achieve them.
• Time-Management Maestro: Deadlines? You meet them. Multitasking? You excel at it. In the fast-paced world of eCommerce, you are the beat-keeper.

Security Sentinel: You have experience with trust and safety measures, ensuring that users can engage with our platform in a secure environment.
Don't let impostor syndrome or a confidence gap stop you from applying. We encourage you to apply for this position even if you feel you do not meet all the requirements. Hip eCommerce is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Schedule Requirements:

• Employees are expected to work Monday-Friday within standard operating hours of 7am-5pm Eastern Time Monday-Thursday, and 8am-12pm Eastern Time Friday.

Environment Requirements:
To maintain appropriate productivity and performance, remote employees should choose a work environment that is free from distractions, has a reliable internet connection, and supports the employee's ability to dedicate their full attention to their job duties during work hours.