VIP Account Manager

Job Description

What is Packz?

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Packz is a best-in-class gamified collectibles platform. Open digital packs, get physical trading cards, and either have them shipped to your door or sell them back instantly. We are backed by some of the world’s best investors, including those who previously backed companies like DraftKings, StockX, and The Athletic.

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We have a small, elite team - this is an opportunity to join early as we build in a $100B+ category.

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The Role

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We are hiring our first dedicated VIP Account Manager at Packz.

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Our most engaged collectors are the heart of the platform, and they deserve someone in their corner who understands what they collect and why. You will manage a portfolio of our highest-value customers and be their direct line to Packz: the person they message to celebrate a big hit, the one who sorts it out when something goes wrong, and the advocate who brings their feedback into what we build next.

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This is not a reactive support role. You will work closely with the Product, Operations and CRM teams to grow retention and revenue and build out the VIP program.

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What You’ll Do

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• Grow VIP retention and revenue through consistent, one-on-one contact over text and email
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• Spot what your VIPs need before they do, and turn what you know about each customer into proactive outreach, not just responses
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• Identify and develop potential high-value customers before they reach VIP status
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• Deliver personalized rewards and messaging built around each customer’s reward preferences and collecting interests
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• Act as first-line support for your VIPs, taking ownership of every issue, routing it to the right team when needed, and following up until it’s resolved
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• Make the call on VIP issue resolution, including goodwill credits and exceptions within policy
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• Manage and test VIP perks and benefits to learn what actually drives loyalty
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• Lead VIP event and physical gifting budget and strategy, from card show meetups to unexpected gifts that make customers feel valued
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• Log VIP product feedback and turn what you hear from customers into clear recommendations for product, inventory, and CRM teams
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• Bring new high-value collectors to Packz through VIP referrals, card shows, breakers, status match initiatives and relationships across the hobby community
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What We’re Looking For

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• 2+ years in a VIP, Customer Support, or Analytics role in collectibles, fantasy sports, or a similar high-engagement category
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• Genuine interest in relationship-building, with a memory for the details that matter to each customer: their reward, communication, and collection preferences
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• Able to stay on top of a large book of customers while giving each one a personal experience
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• Comfortable with data: you track how your book is performing and use the numbers to decide where to focus
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• Experience managing budgets and making quick decisions
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• Willingness to work non-traditional hours and be available to respond to VIPs on weekends and holidays as needed
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• Comfort operating with high ownership and limited structure as an early hire
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• Self-starter, hard working, and willing to go the extra mile
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• Based in New York or willing to relocate
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Nice to Have

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• Existing relationships or connections with high-value collectors or within collecting communities
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• Strong interest in cards or collectibles. 
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• Familiarity with CRM and marketing automation tools
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• Experience managing and tracking reinvestment spend
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• Prior experience at an early-stage startup, where processes are still being built and no two days look the same
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Why Packz?

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• Foundational ownership. You will be our first dedicated VIP Account Manager and have outsized influence on how Packz takes care of its best customers.
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• High agency. There’s no playbook to follow yet. You’ll help identify what our VIPs need, shape the program, and see the impact directly.
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• Category-defining product. Packz combines collectibles, gaming, and commerce, and our VIPs are at the center of it.
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• Competitive compensation and benefits. $80,000 - $120,000 base salary, plus equity options, healthcare, vision, dental, 401(k), and $30 of DoorDash credit each for lunch and dinner every workday.
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• Tight-knit, in-person team. We work on-site in NYC and care deeply about speed, quality, and building great products together.
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