The Role

As Customer Success Manager, you will be the bridge between Rwaj and our sellers ensuring they have everything they need to succeed. From onboarding and training to performance coaching and retention, you’ll guide sellers in maximizing sales, building engaging live shows, and thriving on the platform.

Your goal is not just to support sellers, but to proactively help them grow turning them into long-term partners and advocates of Rwaj.

Key Responsibilities

Onboarding & Training

• Develop and lead a structured seller onboarding process (walkthroughs, tutorials, and training sessions).
• Ensure sellers understand Rwaj’s tools, live streaming features, cultural guidelines, and best practices.
• Provide category-specific guidance to help sellers optimize their shows.

Relationship Management

• Build and maintain trusted relationships with sellers, acting as their main point of contact.
• Proactively check in with top and at-risk sellers to address concerns before they escalate.
• Provide personalized advice to help sellers increase engagement, watch time, and sales.

Performance Optimization

• Monitor seller KPIs (GMV, conversion rate, live show watch time, product quality, customer satisfaction).
• Share data-driven insights and recommendations for improvement.
• Collaborate with marketing to highlight high-performing sellers in promotions.

Advocacy & Feedback

• Act as the voice of the seller internally, sharing feedback with the product and operations teams.
• Identify recurring issues and work with teams to improve platform features and policies.

Support & Retention

• Resolve seller inquiries quickly and professionally via chat, email, and calls.
• Implement retention initiatives to reduce seller churn.
• Manage a seller knowledge base (FAQ, best practices, video guides).




Important: This position requires the use of company-approved tracking software during working hours. Installation and usage are mandatory for all team members.

المهارات

What We’re Looking For

Required Skills & Experience

• 5+ years in customer success, account management, or seller support in e-commerce, marketplaces, or SaaS.
• Strong Arabic (native) and English (professional) communication skills.
• Experience working with Saudi and GCC sellers or in culturally sensitive environments.
• Skilled in relationship building, negotiation, and conflict resolution.

https://www.bayt.com/ar/jordan/jobs/customer-success-manager-5357370/?_gl=1*1pcszya*_up*MQ..*_ga*MjA4NDY5Nzg5NS4xNzU2NDAwMjQ5*_ga_1NKPLGNKKD*czE3NTY0MDAyNDkkbzEkZzEkdDE3NTY0MDAyNTMkajU2JGwwJGgw