【What you will be doing】
你是區域客戶成功團隊與產品團隊之間，資訊與資源的轉運站。透過你正確的產品知識、精準的專案管理以及與面對客戶的同理心，維繫功能品質與既有客戶對產品的滿意度。
你平常的工作包括：
- 參與功能規格討論，掌握功能發布計畫目標（Release Plan）進行測試與客戶試用，協同產品與客戶成功團隊順利推出新功能
- 精通產品在不同國家 / 區域的使用場境，熟悉產品銷售數據，協助、支援、支持各區域的客戶成功團隊鞏固既有客戶
- 定期與各區域客戶成功團隊檢視產品需求
- 掌握各區域的客戶意見以及功能回饋，透過跨部門溝通進行優化
- 熟悉產品運營資訊與數據，與產品經理協作提供提升使用率的解決方案
- 不定期配合使用者調查專案
【What you will be doing】
We are looking for a Product Success Associate to serve as the bridge between our Product team and the Merchant Success teams. In this role, you will help ensure our product delivers real value to merchants by translating product insights into actionable product improvements.
By combining product knowledge and data analysis, you will play a key role in improving product adoption, supporting feature rollouts, and maintaining a high level of satisfaction among our existing merchants.
Your day-to-day responsibilities include:
- Participating in feature discussions, managing the goals of the release plan, conducting testing and merchants trials, and collaborating with the Product and Merchant Success teams to successfully launch new features.
- Mastering the product's use cases in different countries/regions, familiarizing yourself with product sales data, and assisting, supporting, and backing Merchant Success teams in solidifying existing merchant relationships.
- Regularly reviewing product requirements with Merchant Success teams in different countries/regions.
- Gathering merchant feedback and feature input from various regions and facilitating cross-departmental communication for optimization.
- Familiarizing yourself with product operation information and data, and collaborating with the Product Manager to provide solutions for improving usage.
- Conducting user research projects.
【Who we are looking for】
- 重視既有客戶與使用者的體驗，且能夠清楚描述產品使用場景與痛點
- 具電商市場、社群購物及 O2O 市場基礎概念
- 跨部門溝通能力
- 良好個人時間管理能力
- 良好專案管理能力
- 良好組織邏輯能力佳，能快速反應並統整重點
- 基本數據與資料整理能力：Excel 樞紐分析 / Vlookup
- 快速有效率的文書處理及中英打能力
- 良好英文口說溝通能力
- 細心、善於傾聽、樂於服務
【It'd be plus if you have】
- 透過質性 / 量化研究優化客戶經營之經驗
- SaaS 產品或電商營運數據分析之經驗
- 具電商行銷背景或使用過開店系統
- 具企劃業務／專案管理 / 產品行銷 / 產品運營經驗
- 數據分析軟體使用經驗：Mixpanel / Looker
- CRM 軟體使用經驗：Intercom / Zendesk
【Who we are looking for】
- Collaborate with the Product team on feature planning, release readiness, and beta testing to ensure smooth product launches.
- Partner with Merchant Success teams to understand how merchants use our product across different markets.
- Analyze product usage data and merchant feedback to identify opportunities to improve product adoption and engagement.
- Facilitate regular feedback loops between Merchant Success and Product teams.
- Help prioritize product improvements based on real merchant needs and business impact.
- Work with Product Managers to develop initiatives that increase product usage and adoption.
- Support merchant research projects, including interviews and surveys when needed.
【It'd be plus if you have】
- Experience using qualitative and quantitative research to improve operational task.
- Experience working with SaaS products or e-commerce platforms.
- Background in e-commerce marketing or online store operations.
- Experience in product operations, product marketing, or business planning.
- Familiarity with analytics tools such as Mixpanel or Looker.
- Experience using CRM platforms like Intercom or Zendesk.
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
