JoomPulse is an AI analytics tool for Mercado Livre and Shopee sellers, providing insights into the most profitable products and fastest-growing categories — helping sellers boost their profits with data-driven decisions.
JoomPulse is one of the key businesses of Joom Group, an international tech-centric group of e-commerce companies that was founded in 2016 in Latvia. Joom Group also includes the following businesses: Joom, a global cross-border marketplace; JoomPro, the first and only end-to-end cross-border B2B marketplace; and Onfy, a pharmaceutical marketplace in Germany. Joom Group has offices in Latvia, China, Germany, and Brazil, with its headquarters in Lisbon, Portugal. We work as one international team, sharing knowledge and collaborating across countries, businesses, and products.
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- Act as a marketplace consultant for Ultra clients, advising Brazilian sellers on growth, assortment, pricing, competition, category analytics, and business opportunities using JoomPulse data and market knowledge
- Run onboarding and recurring training calls, helping clients understand how to use the platform and apply insights to their marketplace business
- Prepare practical, data-based analyses and recommendations in response to client needs and questions
- Drive activation, adoption, retention, and NPS by helping clients get clear value from the tool
- Support day-to-day client channels when needed, while keeping consulting and marketplace expertise as the core of the role
- 2+ years of hands-on experience with marketplaces as a consultant, analyst, seller, account manager, or similar role
- Fluency in Portuguese
- Advanced understanding of e-commerce metrics and marketplace dynamics, including assortment, pricing, competition, margins, category analytics, seller growth, and product performance
- Strong analytical thinking: ability to read raw data, identify key insights, and turn them into practical recommendations for clients
- Strong practical AI skills: daily hands-on use of AI tools to improve analysis, communication, productivity, and client support
- Good English proficiency
- Experience working with Brazilian marketplace sellers, SMBs, or e-commerce businesses
- Experience with platforms such as Mercado Livre, Shopee, Amazon, Magalu, or similar
- Strong communication skills: ability to listen, build trust, explain insights clearly, and handle client conversations confidently
- Customer success or client support experience, especially with retention, activation, NPS, or product adoption
- 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
Before applying for the above position, please review our Candidate Privacy Notice here: https://legal.joom.com/recruitment/JoomPro_Brazil_Job_Applicant_Privacy_Notice.pdf*. By responding to the vacancy, you acknowledge that you have read our Privacy notice.*
Skills Required
- 1+ years of experience in customer success management
- Fluency in Portuguese
- Advanced communication skills with ability to handle difficult client conversations and build trust
- Ability to collect, structure, and transfer client feedback to stakeholders (marketing, product, others)
- 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)
- Good English proficiency
- Experience working in a similar Brazilian e-commerce and/or analytical tools company
What We Do
Joom is an international group of e-commerce companies founded in June 2016 in Riga, Latvia. In 2023 Joom opened its HQ in Lisbon, Portugal. It also has offices in China, Hong-Kong, Brazil, the USA and Germany. Joom currently consists of the following businesses: Joom Marketplace, a platform for shopping from all over the world JoomPro, a tech enabled turnkey solution for B2B importing goods from China Joom Pulse, data platform that provides analytics and recommendations for marketplace sellers Onfy, a pharmaceutical marketplace in Germany
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