Merchant Success Associate


Full TimeSingaporePosted Recently S$3000 — S$4000 monthly

Job Details

What you will be doing:

• Own and drive deep engagement, value and services for Shopline merchants
• Design and apply protocol to provide excellent onboarding experience for new merchants
• Renew and retain merchants, meeting or exceeding targets
• Engage in regular business reviews to promote adoption and increase growth
• Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
• Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopline
• Serve as cross-functional leader across Shopline – to ensure a unified, seamless merchant experience
• Identify areas of improvement and make recommendations based on data, analytics and best practices
• Lead and perform ad-hoc projects as assigned by the Management
• Answer incoming questions via live chat, email and phone calls, handle customer enquiries

Who we are looking for :

• Degree Holder or equivalent
• 3~5 years of Merchant Success/SaaS/Account Management experiences
• Knowledge of e-commerce and startup culture
• Strong business acumen and experience providing strategic advice to customers
• Strong time management and expectation management skills
• Exceptional ability to develop and maintain relationships with wide range of personalities
• Strong organizational and project management skills
• Technical aptitude – quick to develop a deep understanding of new software
• Demonstrate a high-degree of customer-centric thinking, behaviour
• Track record and experience working cross-functionally between sales and support teams
• Fluent in English and Mandarin.

It'd be plus if you have:

• E-commerce marketing experiences
• Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel, AdWords, etc
• Experience in any customer facing role or at E-commerce platforms is preferred
• Experiences with CRM tools i.e. Salesforce, Intercom and Zendesk
• Immediate available is preferred

Work Location


Salary Offered

S$3000 — S$4000 monthly

Job Type

Full Time

Experience Required

3 years and above

Remote Work


Stock Options



1 available


Asia’s biggest provider of omnichannel retail services.

Company Size:

Not Specified

Year Founded:

Not Specified



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