Job Description
At SHOPNJOY PTE LTD, we are building the future of local commerceâan early-stage platform that connects merchants with communities in meaningful ways. We are looking for a Merchant Success Specialist who thrives on building genuine relationships, solving real problems, and driving growth for local businesses.
In this role, you will be the primary point of contact for our merchant partners, ensuring they get maximum value from our platform. Youâll work closely with our product, sales, and support teams to deliver an exceptional merchant experience. If you are passionate about helping small businesses succeed and enjoy a fast-paced, startup environment, this is the perfect opportunity for you.
Your day-to-day will involve onboarding new merchants, training them on platform features, troubleshooting issues, and proactively identifying ways to improve merchant satisfaction and retention. You will also gather feedback to influence product development and contribute to our community-building initiatives.
Join us in shaping the future of local commerceâwhere every merchantâs success is our success.
Responsibilities
- Onboard new merchants, guiding them through platform setup and best practices
- Build and maintain strong, long-term relationships with a portfolio of merchant partners
- Proactively monitor merchant health metrics and identify opportunities for growth
- Troubleshoot and resolve merchant issues in a timely and empathetic manner
- Conduct training sessions and create support resources to empower merchants
- Collect and relay merchant feedback to product and engineering teams for continuous improvement
- Collaborate with sales and marketing to drive merchant engagement and retention
- Assist in planning and executing community events and initiatives
Qualifications
- 1-3 years of experience in customer success, account management, or merchant support (preferably in e-commerce or SaaS)
- Excellent communication and interpersonal skills, with a customer-first mindset
- Ability to multitask and prioritize in a fast-paced startup environment
- Strong problem-solving skills and attention to detail
- Proficiency with CRM tools and basic data analysis
- Passion for local commerce and helping small businesses thrive
- Self-starter with a proactive attitude and willingness to learn
- Bachelorâs degree in Business, Marketing, or a related field is a plus