EC_Shopping Mall Customer Success Manager

TaipeiLINE TaiwanBusiness & SalesBusiness Strategy, Business SupportFull-time

LINE Shopping Mall is an e-commerce solution under LINE Shopping, embedded in LINE App and portable on almost every mobile phone in Taiwan. It leverages LINE Official Account by integrating group deals, live broadcasts, membership database, and all LINE Family services, bringing all enterprises a simpler commerce solution to adapt to LINE ecosystem. 

As you will be part of the founding team, you will be expected to be quick to change and adapt and learn quickly according to the fast-moving market needs. You should be able to plan the action with excellent team communication skills, high execution ability, and a result-oriented attitude. We look to create new ideas for the market, so creativity and flexibility will be an important part of your skill set.

 

Responsibilities

  • Establish and drive improvement of customer success solutions, including customer success strategy, criteria, and processes based on the business
  • Provide support to merchants and work with merchants to troubleshoot setup and production issues
  • Streamline processes, not limited to automation and manual, to create efficiency and scaling success of customer success quality and efficiency
  • Gathering learnings and market feedback through external and internal communication and initiating solving customer operation problems or pain-points
  • Scaling best practices that will achieve longer-term success by identifying possible implementation of customer success management method and product via company tools and systems
  • Solve problems via products with the mindset of product operation

 

Basic Qualifications

  • 5 years of experience with e-commerce platform customer management and a deep understanding of customer success operation
  • Demonstrated clear thinking logic, identifying issues, and proven fast learning ability
  • Strong experience in communication, coordination, problem-solving, and working under pressure, as well as excellent adaptability to changes
  • Strong problem identifying skills with proven analytical analysis skills and the ability to conduct analysis reports
  • Highly adaptive to cross-culture working environment with English communication
  • Strong ability to manage multiple tasks in a fast-paced environment
  • High patience and attentiveness

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