Customer Success Specialist

Presales & merchant support Handle pre-sales inquiries, onboarding questions, and post-purchase support via Crisp Chat and WhatsApp Business Follow support guidelines, macros, and workflows to ensure a consistent, high-quality experience Escalate technical or complex issues to the relevant internal teams when necessary Conduct video calls (Google Meet, Zoom) to demo the app for prospective customers or walk existing merchants through setup and key features Customer experience improvement Monitor feedback to identify recurring pain points and friction in the merchant journey Contribute ideas to improve onboarding flow, FAQs, help articles, and video guides Assist in maintaining and updating self-service resources in the help center Customer relationship & retention Build genuine relationships with merchants through helpful, solution-oriented communication Encourage satisfied customers to leave reviews or testimonials at the right moment Handle negative feedback professionally and follow up until the issue is fully resolved Cross-functional collaboration Share recurring feedback and feature requests with the Product Owner and Development team Keep ticket categorization and documentation organized for internal reporting Collaborate with internal teams to close customer issues efficiently Required Skills &

Bachelor’s Degree preferred 1–2 years of experience in Customer Success, Customer Support, or related roles Good understanding of e-commerce, Shopify ecosystem, or digital products is preferred Strong English communication skills (written & spoken) Customer-oriented mindset with strong communication and problem-solving skills Familiarity with support tools such as Crisp Chat, Freshdesk, Zendesk, or similar platforms is a plus Experience creating help center or customer-facing content is a plus

Perform Bonus

Overtime Pay

Meal Allowance

Yearly Bonus

Sales Commission

Work Insurance

Employee Award

THR

Career Path

Training/Certification