Customer Success Specialist – Merchant Onboarding
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Key skills for this role
About the Role
Autobia is seeking a Customer Success Specialist to guide newly joined merchants through onboarding, ensuring full activation through hands-on training and proactive follow-up. The role requires 1-3 years of experience, strong communication skills, and CRM familiarity.
Key Skills for This Role
Responsibilities
- Welcome new merchants and conduct comprehensive onboarding sessions covering the platform, ordering process, and support channels
- Monitor merchant performance during the first 90 days and assess engagement and activity levels
- Track merchant activity regularly and flag signs of disengagement
- Proactively reach out when activity drops or first order is not placed
- Identify merchants facing difficulties and escalate to relevant team
- Maintain accurate and up to date records in the CRM
- Collect merchant feedback on onboarding experience and share insights with team lead
Requirements
- Bachelor's degree in Business, Communications, or a related field
- 1–3 years of experience in customer success or similar role
- Strong communication skills with a people first, professional approach
- Familiarity with CRM systems
- Arabic fluency required
Full Job Posting
Role Overview
- We are looking for a Customer Success Specialist – Merchant Onboarding to join the Autobia team.
- This role is responsible for guiding newly joined merchants through their first steps on the platform, ensuring they reach full activation as quickly as possible through hands on training, proactive follow up, and the removal of early barriers to getting started.
Key Responsibilities
- Welcome new merchants and conduct a comprehensive onboarding session covering the platform, ordering process, and available support channels
- Monitor each merchant's performance throughout their first 90 days, conducting periodic assessments of their engagement and activity levels on the platform
- Track merchant activity regularly during the early weeks and flag any signs of disengagement
- Proactively reach out when activity drops or a first order has not yet been placed
- Identify merchants facing difficulties and escalate to the relevant team at the right time
- Maintain accurate and up to date records in the CRM
- Collect merchant feedback on the onboarding experience and share insights with the team lead
Requirements
- Bachelor's degree in Business, Communications, or a related field
- 1–3 years of experience in this or a similar role
- Strong communication skills with a people first, professional approach
- Familiarity with CRM systems
- Arabic fluency required; English is a plus
Personal Skills
- Excellent communication skills with the ability to build lasting, positive relationships
- Patience and professionalism when dealing with diverse personalities
- Proactive mindset — takes initiative without waiting to be directed
- Strong time management and the ability to handle a high volume of accounts simultaneously
- Analytical instinct to read customer behavior and identify risks early
- Collaborative spirit with the ability to work across multiple teams (sales, support, and operations)
- Adaptability and comfort working in a fast paced, evolving environment
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