Join SHOPLINE's expanding Merchant Success team.
At SHOPLINE, we are a leader in empowering merchants to thrive in the e-commerce world. Our user-friendly tools and innovative solutions help entrepreneurs create beautiful online stores, manage inventory, process payments, and reach customers worldwide. We are committed to ensuring our merchants have the resources they need to excel in a competitive landscape.
We are on the lookout for an enthusiastic and results-oriented Merchant Success Specialist to become a part of our dynamic team. This role will focus on building strong relationships with our merchants, understanding their unique needs, and providing tailor-made support to help them achieve their business objectives.
Key Responsibilities: - Implement the Merchant Success strategy for SHOPLINE.
- Ensure a seamless onboarding experience for new merchants.
- Drive growth and client retention for assigned merchants.
- Deliver exceptional customer service support.
- Foster solid business relationships with key accounts at all levels.
- Gather feedback on SHOPLINE's products while understanding their context and use.
- Collaborate with internal teams on marketing and product promotions.
- Lead and manage special projects as directed by management.
- Respond to inquiries via live chat, email, and phone, addressing customer questions effectively.
- Act as a strong advocate for our brand, engaging and building a community of loyal customers.
Who You Are: - Minimum of 3 years of experience in the e-commerce sector.
- Bachelor's degree or equivalent.
- Knowledgeable in e-commerce operations and startup culture.
- Customer-focused with a proactive attitude.
- A self-motivator who thrives in a team environment.
- Excellent communication skills, both internally and externally.
- Strong business acumen and excellent judgment.
- Resilient and comfortable with ambiguity.
- Effective time management and expectation management skills.
- Flexibility in working hours, including evenings and weekends if required.
Preferred Qualifications: - Experience in e-commerce marketing.
- Hands-on experience with e-commerce solutions or platforms.
- Skills in project and account management.
- Experience in customer-facing roles within e-commerce platforms is a plus.
- Proficient in CRM tools such as Salesforce, Intercom, and ZenDesk.
- Basic knowledge of Mandarin is an advantage.
Application Process: - Interview with Talent Acquisition team.
- Interview with the Hiring Manager.
- Stakeholder interviews.
- Final interview with the Head of HR and President.
Employee Benefits: We offer a competitive benefits package including:
- 5% matching for 401K.
- Fully covered medical, dental, and vision insurance for employees.
- 15 PTO days and 10 sick days.
- Flexible work arrangements and allowances for phone and internet.
About SHOPLINE: Founded in 2013, SHOPLINE stands as one of Asia's foremost and rapidly expanding omnichannel e-commerce SaaS providers. Our platform cultivates an ecosystem of technologies, resources, and partners designed to empower merchants towards success.
As we embark on our global expansion, having established our first U.S. office in LA, it's an exciting time to grow our team. We encourage innovative ideas and strive to maintain an inspiring work culture.
Join us in building a team of ambitious individuals to unleash our product's full potential.