Job Description

As a Merchant Success Advisor, you’ll be the go-to partner for our merchants. You’ll guide them through their journey with EasyStore, from onboarding to activation, to retention and growth. Your mission is to make sure merchants not only succeed with our platform but also see us as their long-term business partner.

About the role

Onboard & Activate

• Guide new merchants to set up their EasyStore successfully (online store, POS, loyalty, shopping app, etc.).
• Tailor onboarding based on their business model (ecommerce or unified retail).

Support & Retain

• Be the first line of support for merchants, resolving issues with speed and empathy.
• Monitor merchant health and proactively prevent churn.
• Provide guidance on best practices to ensure merchants achieve their business goals.

Nurture & Grow

• Identify upsell opportunities (e.g., moving to higher plan).
• Conduct regular check-ins and consultation calls with merchants.
• Share insights, industry knowledge, and EasyStore feature updates that can benefit their business.

Collaborate Internally

• Work closely with Product, Sales, and Marketing teams to bring merchant feedback into action.
• Support campaigns, webinars, and events to engage and educate merchants.

Job Requirements

• 2 years of experience in customer success, account management, or customer support (SaaS or retail-related industries preferred).
• Experience working with SMEs, retailers, or tech platforms is a big plus.
• Strong organizational skills, able to juggle multiple merchants while keeping quality high.
• Problem solver who is patient, empathetic, and resourceful.
• Tech-savvy — quick to learn new software and explain it simply.
• Thrives in a fast-paced environment with a service-first mindset.
• Strong communicator in English and Bahasa Malaysia (Mandarin is a plus).

Skills