SHOPLINE’s Merchant Success team is growing!

SHOPLINE is a leading e-commerce platform dedicated to empowering merchants to build and grow their online businesses. With a suite of user-friendly tools and innovative solutions, we enable entrepreneurs to create stunning online stores, manage inventory, process payments, and reach customers worldwide. Our mission is to provide merchants with the support and resources they need to succeed in the competitive e-commerce landscape.

We are seeking a dynamic and results-driven Merchant Success Specialist to join our new SHOPLINE US team. The Merchant Success Specialist will be the enabler for cultivating strong relationships with our merchants, understanding their needs and challenges, and providing personalized support to help them achieve their business goals.

What you will be doing:

Executing the Merchant Success strategy for SHOPLINE US
Follow the protocol to provide excellent onboarding experience for new merchants
Maintain growth of assigned merchants and develop effective client retention strategies
Deliver quality customer services support
Sustain solid business relationships with key accounts and with people at all levels
Collect feedback on Shopline's core product from accounts, while understanding the reasons and use cases of every feedback
Liaise with internal departments on product promotion/marketing activities
Lead and perform ad-hoc projects as assigned by the Management
Answer incoming questions via live chat, email and phone calls, handle customer inquiries
Be a strong advocate for our brand and product, interact and build a community of loyal customers

Who you are:

At least 1 year working in the e-commerce industry
Bachelor Degree Holder or equivalent
Knowledge of e-commerce and startup culture
100% customer-focused attitude
Self-starter and good team player
Excellent internal/external communication skills
Demonstrate excellent business judgment
Comfortable with uncertainty and situations where there is no “right answer”
Strong time management and expectation management skills

Nice to have:

E-commerce marketing experiences
Hands on experiences with e-commerce solutions or platforms
Project and account management skills
Experience in any customer facing role or at E-commerce platforms is preferred
Adept to CRM tools i.e. Salesforce, Intercom and Zen-desk
Basic knowledge of Mandarin is a plus

The usual process

TA team representative
Hiring Manager round
Stakeholder round(s)
Head of HR & President interview

What our perks look like

💸 5% matching for 401K

🍎100% covered medical, dental, vision insurance for employee

🌴Time off and vacation of 15 PTO days & 10 sick days

🏠 Flexible work arrangement and Phone & Internet allowance

About SHOPLINE

Founded in 2013, SHOPLINE is one of Asia’s largest and fastest growing omnichannel ecommerce SaaS solution providers. The SHOPLINE platform is pioneering a rich ecosystem of streamlined technologies, resources and partners that empowers merchants to succeed.

You are joining the team at a critical stage of our global expansion! This year, SHOPLINE established their first US office in the heart of LA marking a new milestone to disrupt the e-commerce industry. The GTM team is rapidly growing. We strive to stay true to our start-up roots and spearhead new ideas everyday to build an awesome work culture.

We firmly believe that growing a team with ambitious and fearless individuals will allow us to unlock our product’s full potential.

SHOPLINE

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Merchant Success Specialist