Merchant Success Manager

About SHOPLINE

SHOPLINE stands as Asia's premier smart commerce platform, dedicated to providing scalable solutions to merchants spanning various sizes. Our all-encompassing platform offers services ranging from online store setup, O2O solutions, retail POS systems, advertising placements, business strategy consulting, marketing services, and more, all aiming to empower merchants for success in omnichannel retail and cross-border commerce.

Role Overview and Responsibilities

• Respond promptly to merchants' queries via multiple communication channels including live chat, email, WhatsApp, and phone calls.
• Address general inquiries regarding SHOPLINE’s platform and features, comprehending merchants’ concerns and guiding them toward resolution.
• Provide constructive feedback to the product team for prioritizing development tasks and suggesting new features.
• Monitor merchant health indicators such as churn risk, renewal status, revenue stability, and support ticket trends; proactively identify and act on potential issues.
• Perform various administrative duties linked to marketing and sales activities.
• Work closely with internal departments including engineering, product, payments, and business development to ensure smooth operations and rapidly resolve merchant problems.
• Follow up on merchant and internal team issues ensuring timely and effective resolution.
• Coordinate with third-party logistics providers, manage shipping and fulfillment related inquiries, and address order or delivery discrepancies promptly.
• Handle merchant-related administrative work like documentation, data entry, and record maintenance.
• Serve as a dependable point of contact for merchants, providing guidance, best practices, and ensuring all merchant communications align with management directives.
• Identify and implement improvements to enhance merchant satisfaction, retention, and loyalty.
• Maintain up-to-date knowledge of product offerings, policies, and procedures; assist with merchant onboarding and training as needed.
• Stay informed about new features in SHOPLINE’s products and regularly update merchants and the account management team.

Candidate Profile and Requirements

• A minimum of one year’s experience in customer service; experience in e-commerce or SaaS is preferred but not mandatory.
• Proficient in spoken and written English communication.
• Basic understanding of e-commerce ecosystem and best practices.
• Skilled in managing challenging merchant interactions, including billing disputes and mitigating churn risk, with professionalism and without premature escalation or unauthorized commitments.
• Excellent verbal and written communication skills coupled with meticulous attention to detail.
• Accountability and solution-driven approach, taking ownership of outcomes rather than blaming process gaps or unclear instructions.
• Capability to work efficiently in a fast-paced and ambiguous environment, willing to experiment with various engagement and growth strategies.
• Highly organized with strong multitasking abilities.
• Possesses an agile mindset to prioritize deliverables and manage expectations effectively.
• Positive demeanor, patient with clients, and eager to learn continuously.