The Merchant Success Associate, also known internally as a “Bumpa Expert”, is responsible for helping new and existing merchants successfully onboard, go live, and grow on Bumpa. You will work closely with assigned merchants from the point of subscription, guiding them through store setup, inventory upload, payment configuration, delivery setup, and key business settings. Your goal is to help merchants launch faster, process orders, collect payments, and use Bumpa confidently for their daily business operations. Beyond onboarding, you will manage assigned merchant accounts, track adoption, identify growth opportunities, and support merchants in increasing sales volume, online orders, and GMV through better platform usage, workflow optimisation, and proactive engagement. If you enjoy solving problems, simplifying technical processes, and using data and product knowledge to help merchants succeed, this role is for you. If you enjoy solving problems, simplifying technical processes, and using data and product knowledge to help merchants succeed, this role is for you.
What you’ll be doing
- Guide new merchants through onboarding and ensure they are ready to go live.
- Support store setup, inventory uploads, payment configuration, delivery setup, and key business workflow setup.
- Manage assigned merchant accounts and build strong relationships with business owners.
- Drive merchant adoption, online sales performance, and business growth.
- Help merchants use Bumpa tools to manage online and offline orders, payments, inventory, customers, and daily operations.
- Identify onboarding blockers early and provide practical support to resolve them.
- Proactively check in with merchants to improve engagement, retention, and product usage.
- Recommend workflows that help merchants run their businesses more efficiently.
- Share merchant feedback, requests, and recurring issues with Product, Sales, Engineering, and Growth teams.
- Maintain accurate records of onboarding progress, account activity, merchant performance, and growth opportunities.
- Meet onboarding, activation, adoption, and growth targets.
An Ideal Candidate:
- Bachelor’s degree in a relevant field.
- 2–3 years’ experience in customer success, onboarding, account management, sales, or customer support.
- Experience working with SMEs, merchants, e-commerce businesses, or SaaS products is an advantage.
- Strong communication and relationship management skills.
- Good understanding of onboarding, adoption, account management, and consultative selling.
- Comfortable making calls, sending follow-up emails, and engaging merchants proactively.
- Able to understand merchant needs and recommend practical solutions.
- Strong problem-solving skills and ability to handle challenging customer situations.
- Comfortable using data to track performance and identify growth opportunities.
- Experience with tools such as Freshdesk, Slack, Google Workspace, CRM tools, or e-commerce platforms is an advantage.
- Tech-savvy, organised, proactive, and able to learn quickly in a fast-paced environment.
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