Job Description

About you

You enjoy connecting with people, uncovering their needs, and helping them find solutions that make a difference to their business. Whether it's in person, over a call, or through email, you're confident in communicating clearly and persuasively.

You will be the first point of contact for potential and existing customers, helping them understand how our solutions can fit their business needs while also assisting with initial support inquiries. You will play a key role in qualifying inbound leads, ensuring smooth customer onboarding, and maintaining our service level agreements (SLA) for support response time.

About the role

As a Merchant Success Advisor, your main focus will be:

• Engage & Qualify Leads — Respond to trial users, contact form leads, and in-app chat inquiries to assess business needs.
• Consult & Advise — Guide potential customers through our solution and recommend the right plan based on their business requirements.
• Ensure Self-Signup Conversion — Nurture trial users and follow up with potential customers to encourage self-subscription.
• Respond to Support Tickets & Inquiries — Handle incoming support tickets via in-app chat, email, and contact form.
• Triage & Solve Basic Issues — Provide quick solutions for common customer issues (e.g., login problems, basic setup guidance).
• Track & Maintain SLA — Ensure response times meet SLA standards for support tickets.

Job Requirements

• 1-2 years of experience in customer support, sales, or account management, preferably in SaaS, eCommerce, or tech.
• Excellent communication skills (written and verbal) to engage customers effectively.
• Tech-savvy – can quickly learn and troubleshoot SaaS tools。
• Organized & Proactive – able to manage multiple leads and support tickets efficiently.
• Customer-First Mindset – Passionate about helping businesses succeed.

Skills