Key Responsibilities

Serve as the primary point of contact for merchants, agencies, and account managers via chat, email, and affiliate network channels.
Respond to customer inquiries in a timely and professional manner.
Build strong relationships with existing merchants and provide guidance on using Shoparize's services.
Participate in meetings with existing and prospective merchants when needed.

Assist merchants with onboarding to our in-house direct integration solution.
Provide ongoing support to merchants using the platform.
Troubleshoot technical and operational issues, escalating complex cases when necessary.
Keep merchants informed throughout the resolution process.

Monitor merchant health and proactively identify opportunities to improve their experience.
Follow up with customers to ensure issues have been fully resolved.
Help maintain high customer satisfaction and long-term merchant retention.
Identify recurring customer issues and share feedback with internal teams.

Work closely with Partnership Management to ensure smooth onboarding and account transitions.
Collaborate with Product and Engineering teams by reporting bugs and customer feedback.
Contribute to improving internal documentation and support processes.

What We're Looking For

1-2 years of experience in customer success, customer support, account management, or a similar client-facing role.
Excellent written and verbal English communication skills.
Comfortable managing multiple conversations and priorities simultaneously.
Strong problem-solving skills and attention to detail.
Some technical aptitude and confidence learning new systems and troubleshooting customer issues.
Self-motivated, organized, and able to work independently in a fast-paced environment.

Familiarity with Google Shopping, Google Merchant Center, or the CSS/comparison shopping ecosystem.
Experience working with affiliate networks or agency partners.
Experience supporting merchants across multiple European markets.
Experience in adtech, e-commerce, or SaaS.