Customer Success Associate - Product Operations

SHOPLINE 商線科技 work environment photo

Job Description

SHOPLINE 全球智慧開店平台,是提供品牌一舉創建、管理線上與線下商店的一站式智慧開店服務。

以品牌電商架站平台為核心,整合網站設計、商品管理、金物流服務以及行銷導流工具,為賣家提供簡單、好上手的架站服務,是亞洲最大的網路開店平台,此外,SHOPLINE 也提供跨境、O2O 虛實整合、POS 系統等全通路解決方案。自 2013 年創辦以來,全球已經有超過 150,000 個品牌使用 SHOPLINE 的服務成功開店,讓 SHOPLINE 成為在亞洲市場的行業領軍者。

SHOPLINE 創新的服務與國際化的團隊專注為品牌賣家打造最好的產品,於 2014 年獲選加入矽谷著名初創育成機構 500startups 孵育計畫,是香港多年來第二間加入的團隊,更在 2016 年選入阿里巴巴集團的香港創業基金首批三家名單,並在 2019 年初,獲得了最新一輪的資金挹注。

歡迎對 startup 有熱誠的人才加入我們的頂尖團隊!

【What you’ll be doing】
• Responsible for monitoring the quality and stability of SHOPLINE products
• Be an expert in the health and quality of SHOPLINE products.
• Monitor and analyze merchant reports for feedback and bug-related trends
• Leverage product expertise to investigate, triage and resolve issues with Product, Engineering, Customer Success, and front-line teams
• Define processes to support front-line teams in investigations to improve user experience
• Separate merchant confusion from bugs, advise the front-line teams on how to accomplish the merchants' desired outcome
• Identify user experience themes, prioritize issues, and communicate key takeaways to Product and Engineering to shape product direction
• Partner with cross-functional teams such as Product, Customer Success, Engineering and more, to improve product quality and resources that help scale support & operations workflows
• Conduct analysis to understand and illustrate merchant sentiments and needs.
【Who you are】
• University graduate with at least 2-3 years of working experience preferably in eCommerce, especially in the area of delivery and payment.
• Experience of tech environment and/ or startup environment will also be considered.
• Experience resolving and communicating about issues with both technical and non-technical audiences
• Excellent communication and interpersonal skills
• Experience working with cross-functional teams
• Adaptive. Capable of thriving in ambiguity, and fast-paced environment
• Self-motivated and consistently willing to exceed own expectations
• Ability to multitask. You can handle several different tasks at different stages at once and are able to prioritize by importance
• High attention to details, with great organization and coordination skills
600K ~ 900K TWD/year

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About us



Allen Wang
Howard Chen
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