Customer Success Specialist

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Joom

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🛍️ eCommerce

🏪 Marketplace

🤝 B2B

eCommerce • Marketplace • B2B

Joom is an international group of e-commerce companies founded in June 2016 in Riga, Latvia. The company has expanded globally with headquarters in Lisbon, Portugal, and offices in China, Hong Kong, Brazil, the USA, and Germany. Joom operates various businesses including the Joom Marketplace, which helps consumers save money online and provides partners with multi-origin supply and global logistics solutions. Other ventures include Onfy, an online pharmaceutical marketplace in Germany, JoomPro, a B2B platform for importing goods from China, and Joom Pulse, a data platform offering analytics and recommendations for marketplace sellers. Joom aims to leverage technology to make global trade easy and efficient.

📋 Description

• Develop and maintain strong client relationships, ensuring alignment with customer needs • Provide fast & full answers to clients’ questions and support for their problems • Keep customers informed on new features and best practices to enhance usage • Monitor customer engagement and satisfaction to identify upsell and renewal opportunities • Lead renewal processes and identify growth opportunities within customer accounts • Ensure high retention rate by providing excellent customer success service & support

🎯 Requirements

• 1+ years of experience in customer success management • Fluency in Portuguese • Advanced communication skills with ability to handle difficult client conversations, build client trust and understand client perspectives • Ability to collect, structure, and filter clients’ feedback, and transfer this to the stakeholders as marketing manager, product manager, and other internal teams • Hands-on experience with customer retention and nurturing relationships with small and medium businesses • Strong analytical skills and data-driven approach • Practical use experience of AI tools and quick software learning ability • Experience working based on KPIs (SLA, CSAT, Retention, Churn, Refunds) and results-oriented execution • Good English proficiency (preferred) • Experience working in a similar Brazilian e-commerce and/or analytical tools’ company (preferred)

🏖️ Benefits

• 100% paid sick leave • Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions