Gotya · Head of Customer Experience & Community

The one goal

One goal drives this role: every collector feels seen.

You make sure problems get solved fast and well, that our most loyal collectors know who to call, and that there is a reason to come back every week.

What you'll own

Full responsibility, from day one.

🎧

Support

You lead our support agents and the AI agent on the first line, and make sure questions about accounts, payments and shipping get solved fast and right.

🚨

Escalations and hard cases

The toughest tickets are yours. When a problem keeps coming back, you take it to product and ops and stay on it until it is gone.

📚

Playbooks and FAQ

You keep our playbooks, FAQ and processes sharp and improve them every week. The AI agent learns from them too.

📞

Our most loyal collectors

You are their direct line. You call to say thanks, collect feedback and get ahead of problems. It is about service and the relationship, never a sales pitch.

🎥

Livestreams and events

You host pack openings, special drops and platform highlights, come up with themed drops and community moments, and become one of the faces of Gotya.

⭐

Reviews and reputation

After delivery, you hear how it went. You run our Trustpilot process by their guidelines, with the same invite for everyone, and turn bad experiences into solved problems.

How we work

You report to Joshua, co-founder of Gotya, with a fixed weekly check-in
We run lean and AI-first: an AI agent is taking over the first line of support and review invites go out automatically after delivery. Your time goes to the team, the hard cases and the personal contact
Shipping and card sourcing sit with our fulfilment colleague, who you work with closely

How we measure success

Five numbers you see every week. We set the baseline together in your first month.

Response timeAverage time to first reply and to resolution.

Customer satisfactionThe score after every solved ticket.

ReputationYour Trustpilot score and reviews per month.

Loyal collectorsHow many of them keep coming back.

Livestreams and eventsViewers, participants and returning visitors.

You have

3+ years in customer support, customer success or client relations, part of it leading a team
Trading cards are your own hobby, Pokémon or sports, and you know your way around grading and PSA
You are warm and confident on the phone and at home on camera
You are organised: you keep a team and a busy inbox under control at the same time
Fluent written and spoken English
Bonus: you speak Dutch or another language, such as German or Spanish
Bonus: experience with e-commerce or a high-volume platform, and with support tools and AI
Bonus: you have livestreamed or run events

What we offer

A key role with real ownership, at a platform that is growing fast, in the hobby you love.

🌎

Work from anywhereHome or on the road: we steer on results.

🎥

Budget for streams and eventsFor your streaming gear and the events you put on.

⚡

Straight to the foundersA small team with no management layers. An idea from today is live this week.

💰

Salary that fits your experienceWe agree on it together.

Where this leads

You grow Gotya's customer experience into a team of its own. You decide which roles come next and who we hire.