Customer Success Specialist

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Joom

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏪 Marketplace

🛍️ eCommerce

🤝 B2B

Marketplace • eCommerce • B2B

Joom is a global company that builds high-tech services and marketplaces to simplify cross-border trade. It operates a consumer-facing cross-border e-commerce marketplace (Joom), provides JMS (an API/white-label solution) to let local marketplaces access international inventory, runs JoomPro — an end-to-end B2B cross-border marketplace for businesses, and offers AI-driven analytics (JoomPulse) and vertical marketplaces such as Onfy (pharmaceuticals). Headquartered in Lisbon with offices worldwide, Joom focuses on automating operations, matching global supply and demand, and enabling businesses and consumers to buy, sell, analyze, and ship goods internationally.

📋 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 the 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

🏖️ Benefits

• Compensation package: base salary and bonuses • PJ employment with a possibility to move to CLT employment later • 100% paid sick leave • Collaboration with colleagues across Portugal, Brazil, Latvia and China, with opportunities for promotions