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SHOPLINE

Total e-commerce platform with social tools

Merchant Success Associate - Experience

Customer SuccessConfirmed live in the last 24 hours
Full-timeTaipei City, TaiwanNo salary listedIn-person

About the Job

Requirements

  • 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.

Responsibilities

  • 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.

Desired Qualifications

  • 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

Total e-commerce platform with social tools

SHOPLINE offers a comprehensive commerce platform in Asia that handles store setup, customizable themes, and multi‑channel selling. It includes social commerce tools such as Livestream, Chatbot, and a Message/Broadcast Center to turn social followers into customers, along with strong support services. Revenue comes from subscriptions, premium features, and customized solutions, with over 350,000 brands on the platform. Its goal is to help brands grow sales across social and e‑commerce channels and build lasting customer relationships through a single, unified dashboard.

Company size
501-1,000
Company stage
Early VC
Total funding
$1.2M
Headquarters
Sham Shui Po District, Hong Kong
Founded
2013

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