【JPSGMO0301】Head of Merchant Success (Locate in Japan)


日本 東京都

最近更新於 2024-05-16



SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing commerce.

【What you will be doing】
- Leading & build the Merchant Success Team
- Design and apply the protocol to provide excellent onboarding experience for new clients
- Maintain growth of assigned clients and develop effective client retention strategies
- Manage a team of merchant success staff to deliver quality customer services support
- Build up the account management team and 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 enquiries
- Be a strong advocate for our brand and product, interact and build a community of loyal customers


【Who we are looking for】
- Degree Holder or equivalent
- At least 8 years of Customer Service/Account Management experiences, with minimum 4 years experiences in management role
- 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 ability to think in others’ point of view
- Courageous to stand out and speak out for your thoughts
- Strong time management and expectation management skills
- Fluent in Mandarin & Japanese both in verbal and written, English is a plus




【It'd be plus if you have】
- E-commerce marketing experiences
- Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel,
AdWords, etc
- Project and account management skills
- Sales skills and mindset
- Experience in any customer facing role or at E-commerce platforms is preferred
- Adapt to CRM tools i.e. Salesforce, Intercom and Zendesk
- Immediate available is preferred





1. 彈性的工時安排 / Flexible working hour

2. 彈性工作地點 / Flexible working location

3. 第一年即享有 15 天年假 / First year 15 days of annual leave

4. 生日假 1 天,生日當月任選一天使用 / Birthday leave

5. 給全薪病假 12 天 / Full pay sick leave

6. 給全薪家庭照顧假 7 天 / Paid family care leave

7. 全薪產假 90 天 / Maternity leave 90 days

8. 陪產假 10 天 / Paternity leave 10 days

9. 公司彈性福利補助每年新台幣 2 萬元(旅遊, 家庭照顧, 運動, 按摩等等) / Company sponsored SHOPLINEFlex

10. 每季部門聚餐補助新台幣 1 千元 / Company sponsored quarterly team dinner

11. 每月新台幣 2 百元零食津貼補助 / Snacks Coin NTD 200 per month

12. 每月生日會, 不定時早餐下午茶, 節慶活動豐富 / Festival Events, Birthday Celebration

13. 每個月約一至兩次按摩服務 / Massage

14. 公司另有企業內訓服務 / Training and Development

15. 年終獎金制度 / Annual Bonus

16. 扁平的公司組織架構 / Flat team structure

17. 優質薪資待遇 / Competitive salary package

18. 有機會驅動產品導向,只要你有好的想法! / Ability to drive product direction