Client Success Agent

Job Description

MerchantSpring is a SaaS platform designed for brands, agencies, and marketplace sellers to manage and scale their performance across Amazon, Walmart, eBay, Shopify, and other global commerce channels. We provide a single source of truth for marketplace reporting and help our clients drive growth through data, automation, insights, and expert client support.

As a Client Success Agent, you will be the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer platform questions, provide guidance on best practices, and ensure a high-quality support experience. Beyond resolving tickets, you will play an important role in educating clients, improving self-service adoption, and helping customers become more successful and confident using MerchantSpring.

You will work closely with the broader Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, and client-focused experience.

Requirements

Client Support

• Monitor and respond to inbound support tickets via Intercom and email.

• Investigate and resolve client issues within agreed SLAs.
• Assist clients with platform functionality, reporting, and configuration questions.
• Provide clear, accurate, and professional communication.
• Escalate technical issues where required with appropriate documentation.

Client Education & Enablement

• Help clients understand platform functionality and best practices.
• Promote self-service resources where appropriate.

• Guide users toward relevant help articles, FAQs, and educational content.
• Encourage adoption of platform features and capabilities.

Issue Investigation

• Troubleshoot platform, reporting, and integration issues.
• Gather information required for investigation and escalation.
• Identify patterns and recurring issues impacting clients.
• Escalate complex issues to Technical Support Specialists when required.

Documentation & Process Compliance

• Maintain accurate ticket notes and client records.
• Follow support SOPs, workflows, and internal SLAs.
• Contribute to internal documentation and troubleshooting resources.
• Identify opportunities for process improvement.

Cross-Team Collaboration

• Collaborate with Client Success, Sales, Product, and Engineering teams.
• Participate in team meetings, training sessions, and knowledge-sharing activities.
• Support continuous improvement initiatives across the CS function.

Key Success Metrics

• Support SLA's: 95%+ adherence for first response times and 90%+ for ticket resolution targets.
• Operational Excellence: accurate documentation and records, SOP compliance, and timely escalation of tickets.
• Client Experience: Average CSAT of 90%+; consistent communication quality, and effective client education.
• Team Contribution: Knowledge base improvements and effective collaboration with internal stakeholders.

Qualifications

• 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles.
• Experience working within eCommerce, marketplaces, retail media, SaaS, or digital commerce environments.
• Excellent written and verbal English communication skills.
• Strong troubleshooting and problem-solving abilities.
• High attention to detail and organisational skills.
• Ability to work independently in a fully remote environment.
• Strong customer service mindset.

Nice-to-Have

• Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms.
• Experience using Intercom, HubSpot, Jira, or similar systems.
• Experience supporting data, reporting, or analytics platforms.

Benefits

Why Join MerchantSpring

• Support an international client base as a key contributor in MerchantSpring's growing global Client Success team.
• Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience.
• Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business.
• Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required.
• Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement.