Customer Engagement

Customer Support Specialist

Raleigh, North Carolina   |   Full time

The Customer Support Specialist role focuses on two main areas: providing exceptional customer service support to general members of Hip eCommerce; and offering high-touch support, business advisement, coaching and relationship management to Hip eCommerce Sellers.

About Hip eCommerce

With over 1,000 Sellers, 100,000 Members and 10 Million Listings - it’s an exciting time at Hip eCommerce! In the past twelve months, we’ve doubled GMV - to over $15 Million annualized across our three marketplaces: - the Stamp Marketplace, - the Postcard Marketplace and - the Comic Book Marketplace.

About the Team

This is a unique opportunity to get in on the ground floor of a quickly growing team of passionate, talented and experienced individuals.

About the Position

Hip eCommerce Customer Support Specialists handle inquiries from members via our Help Desk system. With training, you’ll soon become an expert on how-to questions about site features. It is the job of our Customer Support Specialists to do everything in their power to help our members get the answers they need - quickly and compassionately.

On the Seller side, you will offer high-touch, proactive and dedicated support to Hip eCommerce Sellers. First and foremost, you will act as a front line of communication for Sellers. You will answer questions, help optimize the way Sellers use the site and generally provide a personal touch to their experience with Hip eCommerce. You will be an adviser, problem solver, mentor, coach, and sometimes even crisis manager, building long-term relationships with some of our most valuable Sellers.

About You

  • You have online and in-person customer service, consulting or account management experience, particularly managing high-level clients and high-stress issues
  • You have excellent verbal skills.
  • You have a positive, roll-up-your-sleeves-and-help attitude.
  • Prior phone support experience is a plus
  • You can keep your cool in stressful situations and have the ability to turn around any situation
  • You have creative thinking skills, and exceptional multitask skills
  • A positive, roll-up-your-sleeves-and-help attitude
  • An even temper, thick skin, and relatable demeanor
  • The ability to work well within a team structure, but also with a high level of autonomy

What You'll Get

  • Competitive salary and stock options.
  • Healthcare Plan, 100% paid by the company.
  • Unlimited personal / vacation days.
  • $100/month wellness allowance.
  • $250/month dog daycare and/or child daycare allowance.
  • 401K.
  • Short term and long term disability.
  • Premium headphones and a subscription to Spotify.
    • Turn your desk into your own distraction free concentration zone at any time.
  • Drinks, snacks and weekly catered lunches.
  • Have you been using your work laptop for 3 years? It's time for an update!
    • After 3 years, we'll wipe your work computer clean of any business related items, and then it becomes your own property to do with as you see fit.

What's Next

If you're interested in joining the team at Hip eCommerce, please send a cover letter along with your resume telling us why you'd be right for the position. As we build our team, building our culture is extremely important to us, so write to us and tell us what you’re all about!

Submit Your Application

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Cover Letter

We're a small, fast-growing startup, which just closed our second VC-backed round, where we raised ~$1 Million. We currently have 7 employees, and are now expanding.

If you were the Interviewer for this position, what would be the three most important questions you would ask a Candidate for this position to determine if they're the right fit?