About the job

Shalion is a data and insights-driven company that serves world-class manufacturers and brands globally. Through our Digital Shelf Optimization, Retail Media, and Food Service Aggregators solutions, we provide innovative tools for e-commerce monitoring.

At Shalion, we empower brands to make smarter business decisions in eCommerce by delivering actionable data and insights on online product prices, availability, share of search, and more. We operate across 1000+ e-retailers in 60+ countries, serving industry giants such as Heineken, Lego, Danone, Nestlé, and JDE.

As a leader in data intelligence, we specialize in gathering, analyzing, and applying proprietary artificial intelligence to deliver relevant data and monitoring tools, helping our clients maximize their e-commerce performance.

The role

We are seeking a proactive and customer-focused associate to join our team. As a Customer Success Partner, you will play a key role in ensuring that our customers achieve the desired results when using our products/services. You will be responsible for communicating with customers, resolving their queries, providing exceptional support, and improving satisfaction.

As a Customer Success Partner at Shalion, your responsibilities include:

Main areas of responsibility:

• Customer Support: Respond to customer inquiries providing prompt and accurate information.

• Report Creation: Assist in creating reports that review key KPIs of client data. Analyze this data to identify trends and provide actionable insights to improve customer success strategies.

• Issue Resolution: Troubleshoot and resolve customer issues, escalating complex problems to the appropriate team members when necessary.

• Documentation: Maintain and update customer records, ensuring all interactions are accurately documented.

Secondary areas of responsibility:

• Resource Creation: Assist in creating and maintaining customer support materials, including FAQs and help guides.

• Training Assistance: Support the Customer Success team in customer training sessions.

• Feedback Collection: Collect and analyze customer feedback to identify areas for improvement and communicate this feedback to relevant teams.

• Performance Metrics: Monitor and report on customer support metrics, such as response time, resolution time, and customer satisfaction.

What does the ideal candidate look like?

• Communication and Customer relationship: interacts with internal teams, shares information with colleagues and customers appropriately and promptly, and supports customer interactions.

• Problem Solving & Proactiveness: provides ideas to solve problems and shares own views and opinions on how to solve a problem and shares best practices.

• Project Execution & Quality of delivery: provides others with clear, concise, accurate, and timely information, plans for and achieves results, acts with a sense of urgency and pace and ensures all work is checked for quality and accuracy before submission

Adaptability & Flexibility: manages multiple projects, uses resources, or asks for resources where needed.

Skills you’ll need to bring:

• Portuguese (Brazilian) fluency is mandatory, essential for client communication.

• English Fluency: Minimum B2 level 

• CRM Experience: Preferred.

• Education: Bachelor’s in Business, Marketing, or Master’s in CX Management.

What we offer you:

• An international team – Work with colleagues from 10+ nationalities.

• A dynamic and innovative environment – Be part of a high-performing team.

• Impactful work – Contribute to a challenging and innovative project.

• Contract: Permanent

• Hybrid work model.

• Location: Argentina or Barcelona

Shalion Data Services Limited is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.