Customer Service Specialist

We’re looking for a Lifecycle Management (LCM) Agent to manage merchants across onboarding, activation, retention, and reactivation. You’ll be the main point of contact, supporting setup, performance, and compliance while proactively driving merchant success.

Part Time Opportunity - 20 Hours/Week

Language : Native Proficiency is mandatory

Remote Work

Key Responsibilities

Customer Engagement & Relationship Management

• Build strong, trust-based relationships with merchants through clear, empathetic, and proactive communication.
• Serve as the primary point of contact for assigned merchants, ensuring timely issue resolution and ongoing support.
• Deliver solution-oriented guidance to improve merchant performance and satisfaction.

Analytics & Performance Monitoring

• Analyze operational data, including order history, performance metrics, and KPIs, to identify trends, risks, and growth opportunities.
• Detect early indicators of merchant churn and proactively implement retention strategies.
• Use data insights to recommend operational or commercial improvements to merchants.

Sales, Retention & Negotiation

• Clearly articulate the platform’s value proposition to support merchant retention and reactivation.
• Engage in commercial discussions, including promotions, pricing, and incentives, when required.
• Collaborate with internal sales or account teams to support upsell, cross-sell, and win-back initiatives.

Tools & Technical Execution

• Accurately document merchant interactions and lifecycle activities in CRM systems (e.g., Salesforce).
• Use reporting and analytics tools (e.g., Looker) to track merchant performance and outcomes.
• Communicate effectively with merchants using designated channels such as Outreach, WhatsApp, email, or other approved tools.

Adaptability & Continuous Improvement

• Operate effectively in a fast-paced, evolving environment with changing processes, tools, and merchant needs.
• Quickly adapt to new workflows, product updates, and client requirements.
• Contribute feedback and insights to improve lifecycle management processes and merchant experience.

Required Skills & Competencies

• Strong interpersonal and communication skills with a customer-first mindset.
• Proven analytical and critical thinking abilities, with comfort interpreting data and KPIs.
• Sales, negotiation, and value-based conversation skills.
• Technical proficiency with CRM, reporting, and communication tools (e.g., Salesforce, Looker, Outreach, WhatsApp).
• High adaptability, resilience, and ability to manage ambiguity.

Preferred Qualifications

• Experience in account management, customer success, lifecycle management, or merchant support.
• Background in e-commerce, marketplaces, SaaS, or platform-based businesses.
• Experience working with retention, churn reduction, or reactivation programs.

Key Success Metrics

• Merchant retention and reactivation rates
• Reduction in churn indicators
• Merchant satisfaction and engagement levels
• Adoption of platform features and initiatives