About Hip eCommerce

About the Position
Are you a dedicated enthusiast of collectibles with a talent for delivering exceptional customer experiences? If you thrive in a fast-paced, dynamic environment where each day presents new challenges, then you're in the right place. As a Customer Success Agent, you'll play a pivotal role in ensuring our collectors, buyers, and general account holders receive top-notch assistance. Reporting to the Collector Success Manager, you'll collaborate closely with our cross-functional teams to enhance the customer journey, optimize onboarding processes, and provide essential support services. If you're ready to contribute to the success of our non-selling users while embodying the collector's voice, this is the opportunity you've been waiting for.

How You'll Spend Your Time:

• 🎉 Customer Advocate: Engage directly with collectors, buyers, and general account holders through our help desk, emails, and occasional calls, ensuring they receive unparalleled customer support.

• 🛬 Onboarding Supporter: Assist in streamlining the onboarding experiences for new users and buyers, making sure they not only join our platform but do so with excitement and confidence in navigating our Marketplace and My Collection app.

• 🛠 Help Desk Expert: Contribute to maintaining our help desk and knowledge articles, ensuring they remain up-to-date, easily accessible, and comprehensible for users.

• 💼 Concierge Services Support: Work closely with the Collector Success Manager to ensure high-end buyers feel like VIPs, receiving top-tier assistance in their collectibles journey.

• 👥 Team Player: Work closely with the Collector Success Manager and fellow Collector Success Specialists to provide seamless support, all while contributing to the epic customer experience.

• 🤖 Tech-Savvy Enthusiast: Leverage AI and other cutting-edge tools to enhance efficiency, reduce response times, and engage customers at a higher level.

• 🎤 Brand Representative: Assist in representing our brand at trade shows and events, embodying the spirit of Hip eCommerce, building excitement, and cultivating a loyal fan base.

• 🎮 Community Engager: Support the oversight and nurturing of community engagement on platforms like Discord, fostering a sense of belonging among collectors and fans.

• 🎙 Content Collaborator: Partner with Marketing and Growth teams to make your presence felt in social media posts, videos, podcasts, and other content, championing the brand's reputation.

• 🤝 Cross-Department Collaborator: Be a valuable voice representing the user's perspective across all departments, collaborating effectively with Marketing, Growth, Technology, and other teams to enhance customer satisfaction and feedback mechanisms.

• 👮‍♀️ Trust & Safety Steward: Contribute to maintaining a secure and respectful environment for all users, supporting the Trust & Safety department in ensuring platform safety.

Qualifications:

• 🛠 Tech-Savvy: Comfortable with help desk software, CRMs, and digital tools, with a strong understanding of HTML, backed by 5 years of relevant experience.

• 👨‍👧‍👦 Team Player: Possess at least 3 years of experience collaborating within teams, fostering a positive work culture, and supporting colleagues.

• 🎙 Effective Communicator: Excel in both written and verbal communication, delivering clear and impactful messages.

• 💪 Proactive Problem Solver: Stay ahead of the curve, identifying opportunities, resolving issues, and paving the way for others to succeed.

• 📊 Data-Driven: Proficient in utilizing metrics and KPIs to measure and improve performance.

• 🌐 Networking Expert: Skilled at turning interactions into meaningful connections, whether at trade shows or virtual events, forging partnerships, alliances, and lifelong brand advocates.

• 🎯 Goal-Oriented: Set, break down, and achieve goals effectively, demonstrating determination.

• 🕰 Time Management Pro: Thrive in a fast-paced environment, consistently meeting deadlines and excelling at multitasking.

• 🔒 Security-Minded: Familiar with trust and safety measures, ensuring a secure user 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.