Customer Success Manager for Fast-Growing Collectibles Platform (Full Ownership, AI-Powered Support)

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: TYPE OF WORK

Full Time

: SALARY

$5-$15/hr depending on experience

: HOURS PER WEEK

32

: DATE UPDATED

Aug 28, 2026

JOB OVERVIEW

Gotya ( ---------- ) is the home of online pack ripping: users buy a digital pack, rip it live, and pull a real, professionally graded trading card that ships to their door or sells back instantly for 90% of its live market value.

Real cards, real money, real collectors. That means support is not a side desk here, it is part of the product.

We're hiring a Customer Success Manager who takes full responsibility for support and customer success. One goal drives this role: every Gotya user feels heard. Fast answers, real help, and reviews that prove it.

*What you'll own
- The inbox and SLAs: ensuring every question is answered quickly and effectively across email and social media
- Our AI support agent: it drafts and answers alongside the human team, while you manage its knowledge base, quality, and escalation rules
- Reporting: tracking and categorising every question we receive and turning the insights into a weekly report the company acts on
- The team: hiring, training, and leading support agents as we scale
- Priority support for our most active collectors
- The review loop: creating happy users who feel heard, measured honestly through customer feedback and reviews

*How we measure success
- First response time, resolution time, customer satisfaction, and review scores. One question sits behind all of them: how well are our users being helped?

*You have
- 2+ years of experience leading customer support or customer success, including managing people
- Reporting experience that changed a process, not just described it
- Hands-on experience using AI in customer support—this is a hard requirement
- Excellent written English
- Full-time availability for a remote role
(Bonus: you understand Pokémon or the wider TCG world)

*To apply
Start your proposal with the word GEMMINT so we know you read the full vacancy. Then briefly answer the following questions:

- Describe your relevant experience for this role.
- Describe one support operation you owned from end to end.
- What measurable results did you achieve in that operation?
- Describe one concrete way you have used AI to improve customer support.
- What is your expected monthly rate?
- What is your earliest possible start date?
- Short and sharp beats long and polished.

SKILL REQUIREMENT

Customer Support Management Customer Relationship Management

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Customer Success Manager for Fast-Growing Collectibles Platform (Full Ownership, AI-Powered Support)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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