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

Job updated about 1 month ago

Job Description

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

8 years of experience required
Regular earnings reach NT$40,000
Managing 5-10 staff
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About us

SHOPLINE 全球智慧開店平台成立於 2013 年,是亞洲最大及成長最快的SaaS (Software-as-a-service ) 商務平台以及解決方案服務商之一。SHOPLINE 豐富的生態圈服務提供最新的技術、資源及合作夥伴,全方位賦能店家成功;店家可透過 SHOPLINE 全通路解決方案包含電子商務、社群商務以及 POS 系統,成功將產品及服務銷售至全世界。

SHOPLINE 總部設立於新加坡,目前全球有約 2,000 名員工,並已協助全球超過 60 萬商家開店,包含 DR.WU、茶籽堂、綠藤生機、vacanza、美珍香、乾杯超市、Lady M、起士公爵、海邊走走、京盛宇等知名品牌都是 SHOPLINE 客戶。
發展至今,SHOPLINE 已是橫跨香港、台北、吉隆坡、新加坡、雅加達等 14 大城市的國際化團隊,去年更進軍歐美市場,開設英國、澳洲、美國、日本辦公室據點,透過 SHOPLINE 創新的服務與頂尖的團隊,專注為品牌打造最好的產品。

SHOPLINE 保有外商的制度福利與新創公司的發展彈性,你還等什麼!歡迎對 Startup、對電商產業有熱誠的人才加入我們的頂尖團隊!



2014|入選美國矽谷 500 Startups 第十屆新創團隊

2015|榮獲香港資訊及通訊科技獎 - 最佳資訊科技初創企業


2016|全球商家數累計突破 8 萬

2017|成為 Google 大中華區第一個電商平台合作夥伴

2018|全球商家數累計突破 10 萬

2019|榮獲 《數位時代》 FCA 創新商務獎「 最佳產品創新獎」與「 最佳商業模式創新獎」

2019|成為 Facebook 行銷夥伴

2020|成為 LINE 官方行銷夥伴

2020|榮獲《倫敦金融時報》亞太區快速成長企業 500 強


2022|榮獲 APEC 亞太傑出企業獎「優異勵志品牌獎」與「卓越企業管理獎」


2023|全球員工數突破 2,000 人


2023|全球商家數累計突破 60 萬


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Talent Acquisition Lead
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Data PM
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Talent Acquisition
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Associate MS Manager


Mid-Senior level
Regular earnings reach NT$40,000

185 ~ 185 TWD / hour