Customer Success Manager (Philippines Remote)

About Hip eCommerce

Within the $200 Billion worldwide collectibles market, there are many unique categories. At Hip eCommerce, our goal is to deliver a reimagined customer experience for both buyers and sellers. How are we doing that? We create category-specific marketplaces, built from the ground up, that understand how collectors browse, search and collect each type of collectible. We currently operate three marketplaces--HipComic, HipStamp, and HipPostcard--and plan to grow into other categories in the future. Since our 2016 launch, our marketplaces have gained 2,000+ Sellers, 200,000+ Buyers, and 12 Million+ Listings and we just raised a $5 Million+ Series A round to expand our team and continue building the next great e-commerce company. Are you ready to build it with us?

We’re a fully distributed company, which means our entire team works remotely full-time. By removing the geographic requirements of an office, we’re able to hire the best, which means you’re working with the best. With team members across the United States, Philippines, and South America, we foster a culture that values collaboration and connection. To help facilitate that, our team members are primarily working standard Eastern Time hours.

About the Position

The Customer Success Manager role is responsible for leading and coaching our team of Customer Success Agents, while providing exceptional high-touch operational and technical support to all members, with a personal touch that helps our members to trust and feel confident about using Hip eCommerce’s three collectible platforms. The Customer Success Manager is responsible for all operations within our CRM.

Responsibilities

• Monitoring the support inbox and delegating tickets & tasks among the Customer Success team
• Handling and managing escalations of critical customer issues
• Providing frequent guidance to Customer Success team members by sharing feedback when handling customer issues
• Communicating key customer issues with wider teams and the company through daily updates
• Tracking, analyzing, and sharing progress toward team KPIs focused on seller retention, customer satisfaction, and workflow efficiency
• Mentoring and coaching the Customer Success Team by hosting weekly 1:1s and team meetings
• Identify areas for improvement in CS operations, workflows, and customer education
• Develop and execute projects and initiatives that improve customer experience and improve team KPIs

About You

• You have at least 5+ years of professional experience with a focus in customer service, account management, relationship management, and negotiation skills (eCommerce experience is a plus)
• You have 3+ years of experience in leading or managing a customer support team
• You have strongly developed leadership skills and bold initiative
• Experience training others is required, and experience with building/fine tuning Customer Support standard operating procedures is a strong plus
• Proven ability to communicate clearly and concisely with Members and stakeholder teams; written, verbal, presentation, and interpersonal skills
• Proven strong attention to detail and excellent problem-solving skills, using problem solving as opportunities to learn
• Demonstrated effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment
• You know how to plan and prioritize work needed to achieve high customer satisfaction and employee engagement
• You know how to build a climate where people are motivated to do their best to help the organization achieve its objectives and understand the teams' impact on the business
• You love implementing and finding new and better ways for the team and organization to be successful
• You consistently achieve or exceed results even under tough circumstances
• A positive, roll-up-your-sleeves-and-help attitude

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 9am-5pm Eastern Time 

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.