Customer Success Specialist

About the Role

岗位简介

1、We are looking for a proactive and service-oriented E-commerce Merchant Operations Specialist to join our team in São Paulo.

我们正在寻找一位积极主动、具备服务意识的电商商家运营专员 加入我们在圣保罗的团队。

2、This role will focus on onboarding new merchants, conducting product training and system configuration, as well as following up on and resolving issues merchants encounter while using our products.

该岗位将专注于新商家的接入工作，进行产品功能培训与系统配置，并在商家使用我们产品的过程中，跟进并解决遇到的问题。

3、The ideal candidate will be fluent in both Portuguese and Chinese , with strong communication skills and a high sense of service.

理想的候选人需要精通葡语和中文 ，具备出色的沟通能力和高度的服务意识。

Key Responsibilities

主要职责

• Lead the onboarding process for new e-commerce merchants, including account setup, system configuration, and product feature activation.
• 负责新电商商家的接入工作，包括账户设置、系统配置及产品功能启用。

• Conduct product training sessions for new merchants to ensure a smooth and efficient adoption of our platform and tools.
• 为新商家提供产品功能培训，确保他们能够顺畅、高效地使用我们的平台与工具。

• Serve as the primary point of contact for merchants regarding product usage, troubleshooting, and ongoing operational support.
• 作为商家在产品使用、问题排查及日常运营支持方面的主要对接人。

• Follow up on, diagnose, and resolve merchant issues promptly, escalating complex cases to relevant internal teams when necessary.
• 及时跟进、诊断并解决商家遇到的问题，必要时将复杂情况升级至相关内部团队处理。

• Proactively identify areas for improvement in the merchant onboarding and support process, and contribute to knowledge base and documentation updates.
• 主动识别商家接入与支持流程中的改进机会，协助完善知识库与相关文档。

• Maintain up-to-date knowledge of our products, features, and e-commerce industry trends to better serve merchants.
• 持续学习并掌握公司产品、功能及电商行业动态，以更好地服务商家。

Qualifications & Requirements

任职资格与要求

• Bachelor's degree or above in Business, E-commerce, Information Technology, or a related field.
• 本科及以上学历，商业、电子商务、信息技术或相关专业。

• Proficiency in both Portuguese and Chinese is essential.
• 葡语和中文 流利是必要条件。

• Prior experience in merchant operations, customer support, account management, or a related role within the e-commerce or SaaS industry is a strong advantage.
• 有电商或SaaS行业商家运营、客户支持、客户管理或相关岗位经验者优先。

• Strong service mindset with excellent communication, listening, and problem-solving skills.
• 具备高度的服务意识，以及出色的沟通、倾听和解决问题的能力。

• Ability to work independently, manage multiple tasks simultaneously, and thrive in a hybrid working environment.
• 能够独立工作，处理多项任务，并能适应混合办公模式。

• Fast learner with the ability to quickly grasp technical product features and effectively communicate them to non-technical users.
• 学习能力强，能快速掌握技术产品功能，并将其有效传达给非技术型用户。