Customer Success Specialist

Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make e-commerce data easy to understand and efficient for all sellers.

Joom Pulse is one of the key businesses of Joom, an international group of e-commerce companies that was founded in 2016 in Latvia. Joom also includes the following businesses : Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany, and JoomPro, a platform for cross-border wholesale trade. Joom’s offices are located in Latvia, China, Hong Kong, the USA, Germany, Brazil, and Portugal. Joom Group has its HQ in Lisbon, Portugal.

We are looking for a proactive, customer-focused Customer Success Specialist to foster strong client relationships, enhance user satisfaction, and support seamless product adoption and retention.

Responsibilities

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

Preferred

Good English proficiency and

Experience working in a similar Brazilian e-commerce and / or analytical tools’ company

We offer

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

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