Customer 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 Customer Success Manager, you'll be the go-to hero for our collectors, buyers, and general account holders (including sellers). You’ll work closely with our Director of Customer Success and other department leaders to drive epic customer journeys, oversee an amazing team of Customer 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, increasing marketplace GMV through strategic upselling, and keeping the team sharp with ongoing training, 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.

• 💡 Revenue Booster: Proactively identify opportunities to upsell/cross-sell premium offers and other campaigns during Help Desk interactions, directly contributing to increasing GMV on our marketplace.

• 📉 Retention Champion: Maintain low seller churn and high retention rates, ensuring sellers continue to find value in our marketplace.

• 🛠 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.

• 📘 Playbook Perfectionist: Maintain and refine the Customer Success Playbook, ensuring that best practices and key processes are clearly documented and consistently followed.

• 🎓 Training Trailblazer: Conduct regular training sessions with Customer Success Agents, equipping them with the knowledge, skills, and tools to excel in their roles and deliver exceptional customer experiences.

• 💼 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 Customer 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, and 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 homes for collectors and fans.

• 🎙 Content Conductor: Collaborate with Marketing 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 additi