Merchant Success Specialist

About Us:

ShopNJoy is an innovative soon-to-be launched Merchantech cum Fintech Startup Social Enterprise. It was founded by startup entrepreneurs and seasoned operators with deep experience across retail, merchant technology, and financial services. We focus on building a smarter, more inclusive ecosystem — where merchants can grow, shoppers are rewarded, and communities benefit in lasting ways.

Our mission is to transform the brick-and-mortar retail landscape by connecting local merchants meaningfully with a broad customer base through our innovative shopping app, which is a unique platform with a purpose. We're building the future of local commerce, and we need a strategic leader to help us scale.

The Role:

As a Merchant Success Specialist, you will be the key bridge between ShopNJoy and our merchant partners. Your mission begins the moment a merchant signs up.

You will guide merchants through onboarding, help them launch their first successful deals, and ensure they quickly experience the value of our platform. Beyond support, you act as a strategic partner, helping local businesses grow through better use of our tools, insights, and marketing capabilities.

This is a hands-on, merchant-facing role that combines relationship management, problem-solving, and practical marketing support.

Key Responsibilities

• Post-Onboarding Guidance:
  Take over after sales and onboarding to conduct deep-dive setup sessions, ensuring merchant profiles are fully completed, accurate, and optimized.
• Deal & Campaign Support:
  Proactively advise merchants on creating compelling deals and offers that drive customer traffic and ROI, using best practices around value proposition, urgency, and clarity.
• Technical & Platform Support:
  Serve as the primary point of contact for merchants on app usage, dashboard navigation, analytics interpretation, and basic troubleshooting.
• Merchant Retention & Health Monitoring:
  Track merchant activity levels and engagement. Proactively reach out to re-engage merchants who show signs of inactivity and address any friction points.
• Voice of the Merchant:
  Gather feedback on platform issues, feature requests, and usability challenges. Relay insights clearly to product and engineering teams to improve the merchant experience.
• Stakeholder Collaboration:
  Work closely with Sales, Product, Marketing, and Operations teams to ensure a smooth, consistent merchant experience across the lifecycle.

What We’re Looking For

• Relevant Experience:
  2-4 years in Customer Success, Account Management, or B2B Sales (specifically within a SaaS or App environment). Experience in retail, F&B, or service industries is a strong advantage.
• Tech-Savvy & Adaptable:
  Comfortable learning new platforms and explaining technical features to non-technical business owners in a simple, patient manner.
• Marketing Sensibility:
  Good understanding of what makes an effective promotion or deal — including pricing, visuals, and customer appeal.
• Empathy & Customer Mindset:
  Genuinely cares about small business owners and understands the challenges of adopting digital tools.
• Strong Communication Skills:
  Clear, friendly, and professional communication via email, phone, and video calls.

Educational &Experience Requirements

• Education:
  Minimum Diploma from a local Polytechnic or a Bachelor’s Degree in Business, Communications, Marketing, or a related field.
• Experience:
  2-4 years in Customer Success, Account Management, or a B2B Sales (specifically within a SaaS or App environment). Retail or F&B experience is a strong plus.
• Language:
  Fluency in English is required. Ability to speak a second local language (Mandarin, Malay, or Tamil) is an advantage when working with traditional merchant owners.

The Right Fit

You are patient, proactive, and genuinely enjoy helping others succeed. You thrive in a fast-paced startup environment, are comfortable working with ambiguity, and take pride in seeing merchants grow through your support. You balance empathy with accountability, and you follow through on commitments.

If you enjoy building relationships, solving real problems, and being part of an early-stage platform shaping the future of local commerce — we’d love to hear from you.