Mid-Level Customer Success Specialist

Jobtailor; Florianópolis; Presencial; BRL 90 000 - 130 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a seasoned Customer Success professional in Florianópolis to lead account strategy, manage multiple e-commerce clients, and drive retention.

You will coordinate onboarding, define SLAs, monitor metrics like sales, conversion, and ROAS, and translate complex platform issues into business terms for clients.

If you thrive in fast-paced environments and excel at cross-functional collaboration with stakeholders and vendors, this role offers growth and impact.

Qualificações

• 3+ years of experience in Customer Success, account management, or customer support.
• Hands-on e-commerce operations experience and platform navigation.
• Experience managing multiple accounts with a backlog and SLA.
• Clear, assertive communication translating technical terms into business terms.
• Bachelor's degree and English proficiency for technical docs.

Responsabilidades

• Lead weekly account alignment meetings and review metrics.
• Act as client daily point of contact and close items with deadlines.
• Lead onboarding of new accounts, explain squad model and SLAs.
• Anticipate risks of dissatisfaction and churn.
• Triage requests, classify bugs and enhancements, define severity and SLA.
• Manage the hour bank, estimates, usage, prioritization based on impact versus effort, and trade-off negotiations.
• Lead the acceptance testing cycle, client validation, and production release.
• Translate business needs into technical tasks and explain issues in business terms.
• Investigate issues in the platform admin before escalation to the technical team.
• Assess the total cost of proposed solutions, including apps, tools, and requests.
• Document recurring processes and teach clients how to become more self-sufficient.

Conhecimentos

Customer Success Management

E-Commerce Operations

Project Management

Clear Communication Skills

Analytical Mindset

Formação académica

Bachelor's Degree

Ferramentas

Check Platform

Jira

VTEX

Shopify

ActiveCampaign

Descrição da oferta de emprego

• Lead weekly account alignment meetings, review deliverables, prioritize the backlog, and present sales, conversion, and ROAS metrics
• Serve as the client's daily point of contact, manage projects and requests through the Check Platform, and close outstanding items with an owner and deadline
• Lead the onboarding of new accounts, presenting the squad model, SLAs, hour bank, and workflow
• Anticipate risks of dissatisfaction and churn
• Triage requests, classify bugs and enhancements, define severity and SLA, and engage the appropriate team
• Manage the hour bank, estimates, usage, prioritization based on impact versus effort, and trade-off negotiations
• Lead the acceptance testing cycle, client validation, and production release
• Translate business needs into technical tasks and explain technical issues to clients in business terms
• Investigate issues in the platform admin before escalating them to the technical team
• Assess the total cost of proposed solutions, including apps, tools, and requests
• Document recurring processes and teach clients how to become more self-sufficient

Requirements

• 3+ years of experience in Customer Success, account management, or customer support at an e-commerce or technology company, such as an agency, platform (VTEX, Shopify, Tray, etc.), payment provider, ERP/OMS/TMS, or CRM (RD Station, ActiveCampaign, etc.)
• Hands-on experience with e-commerce operations, including navigating platform admin panels, reproducing issues, and understanding the order → payment → logistics flow
• Experience managing multiple accounts and requests simultaneously using a management tool (Jira or similar), including backlog, prioritization, and SLA management
• Clear, assertive communication skills, with the ability to translate technical terms into business conversations and close issues with clear commitments and deadlines
• Analytical mindset for interpreting sales, conversion, and media performance reports
• Bachelor's degree
• English proficiency for reading technical documentation

Core Competencies

Demonstrates expertise in Customer Success and account management within e-commerce and technology sectors, with a strong focus on project management, client communication, and operational efficiency. Proficient in translating technical requirements into business terms while managing multiple accounts and ensuring client satisfaction.

Highest-signal resume keywords

• Customer Success Management
• E-Commerce Operations
• Project Management
• Clear Communication Skills
• Analytical Mindset

ATS Optimization Keywords

Hard Skills

• Account Management
• SLA Management
• Backlog Prioritization
• Technical Task Translation
• Acceptance Testing
• Issue Investigation
• Cost Assessment

Soft Skills

• Assertive Communication
• Client Relationship Management

Certifications & Qualifications

• Bachelor's Degree

Industry Keywords

• E-Commerce
• Customer Support
• Agency
• Payment Provider
• ERP
• OMS
• TMS
• CRM

Tools & Technologies

• Check Platform
• Jira
• VTEX
• Shopify
• ActiveCampaign