Merchant Success Associate - Experience
About the job
- Build and maintain positive customer relationships with patience and a friendly communication style.
- Quickly identify the core of customer issues and offer flexible, appropriate solutions from the customer's perspective.
- Communicate, negotiate, respond to customers, and resolve problems effectively.
- Learn independently, take initiative, and adapt positively to new challenges.
- Solve problems independently and collaborate with the team when appropriate.
- Learn new online tools and technology quickly.
- Manage time effectively.
- Have a basic understanding of e-commerce, livestream tools, and online shopping culture.
- Process documents efficiently and type in Chinese and English.
- Guide customers from initial setup through learning how to use the product to build their online stores.
- Improve the product onboarding process to help customers launch their stores and begin selling sooner.
- Develop in-depth knowledge of SHOPLINE system features, including online stores, livestream shopping, and POS systems, and apply them effectively.
- Advise customers on suitable plans and feature modules.
- Conduct regular training and develop FAQs and product tutorials to improve customers' understanding and use of product features.
- Build customer loyalty, reduce churn, and increase renewals.
- Respond promptly to customer questions received by email, messaging, and phone.
- Collect customer opinions and feature feedback, analyze and consolidate it, and coordinate with other departments on improvements.
- Record and track customer usage regularly.
- Work assigned schedules, which may include weekday shifts with public-holiday rotations or two days off per week with weekend and public-holiday rotations, as arranged based on interview discussion and work needs.
- Experience using data analysis to improve customer management.
- An e-commerce marketing background, such as managing Facebook or Google advertising.
- Experience using Google Analytics or Facebook Pixel.
- Experience in customer or project management and handling customer complaints.
- Experience providing text- or phone-based customer service for online auctions or platforms.
- Familiarity with livestream shopping tools or sales experience using them.
- Experience using CRM software such as Intercom or Zendesk.
About the company
SHOPLINE provides a total commerce platform that helps businesses establish and grow their online presence in Asia. Merchants set up stores with customizable themes, sell across multiple channels, and use built-in social commerce tools like Livestream, Chatbot, and a Message/Broadcast Center to turn social engagement into sales, all through a subscription-based platform with optional premium features. It differentiates itself by deep focus on the Asian market and an ecosystem of over 350,000 brands, emphasizing seamless channel integration and social selling. Its goal is to enable brands and merchants to scale online, boost sales across social and e-commerce channels, and build lasting customer relationships from a single dashboard.
Company Size
501-1,000
Company Stage
Early VC
Total Funding
$1.2M
Headquarters
Sham Shui Po District, Hong Kong
Founded
2013
Get referred to SHOPLINE
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Simplify's Take
What believers are saying
- SHOPLINE said August 2026 it serves 700,000-plus merchants worldwide, up from 600,000.
- March 2026 YouBiz, June 2026 Trozo, and August 2026 F&F fund expand distribution.
- June 2025 shipped PayPal, Avalara, multi-store syncing, and AI-powered merchant tooling.
What critics are saying
- Shopify settled a July 2026 copyright suit over SHOPLINE's Seed theme copy claims.
- March 2026 YouBiz and June 2026 Trozo integrations deepen partner dependence and switching leverage.
- Any future template or IP dispute can trigger merchant churn and platform distrust quickly.
What makes SHOPLINE unique
- SHOPLINE unifies storefronts, social commerce, live shopping, and POS for merchants.
- Its partner ecosystem exposes Open API integrations, agencies, affiliates, and app developers.
- It targets Asian omnichannel merchants with localized support across Hong Kong, Taiwan, Singapore.
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Growth & Insights and Company News
6 month growth
4%1 year growth
6%2 year growth
1%LONDON, UNITED KINGDOM, September 7, 2023/ EINPresswire.com / -- SHOPLINE, the leading modern commerce platform, is delighted to announce the appointment of Ruo Yang as its new Chief Financial Officer.
Nextech (CSE: NTAR) (NEO: NTAR) (OTCQB: NEXCF) (FSE: N29), a metaverse company and leading provider of augmented reality (“AR”) experience technologies and services, has announced a strategic partnership with Singapore-based SHOPLINE, Asia’s biggest smart commerce platform.