Merchant Success Specialist

ABOUT US

Stock2Cash is an Australian, technology-driven eCommerce business helping retailers, brands, wholesalers, and other businesses unlock value from inventory by connecting products with online customers.

As we continue to grow, we are building a stronger eCommerce Operations team to support the increasing number of merchants joining the Stock2Cash platform.

We are looking for a Merchant Success Specialist who can help our merchants achieve better outcomes, identify issues and opportunities, and maintain strong, productive relationships throughout their time with Stock2Cash.

ABOUT THE ROLE

The Merchant Success Specialist will be responsible for helping merchants perform, improve, and succeed after they become operational with Stock2Cash.

You will work with merchants and internal teams to understand merchant performance, identify problems, investigate their causes, coordinate appropriate actions, and follow through to ensure meaningful outcomes.

This role requires someone who can work with people, performance information, data, systems, and competing priorities while maintaining a strong focus on merchant outcomes.

You will frequently encounter situations where the problem is not immediately obvious.

We are therefore looking for someone who does not simply react to what a merchant tells them, but can:
Understand → Analyze → Identify → Recommend → Coordinate → Follow Through → Verify

We will provide the objectives, resources, and support required to perform the role.

You will be expected to use your own judgment and experience to determine how to achieve the required outcome.

WHAT YOU WILL DO

Your responsibilities will include:

- Build and maintain productive relationships with assigned merchants.
- Monitor merchant activity and performance.
- Review relevant sales, product, inventory, marketplace, and operational information.
- Identify performance issues, risks, and opportunities.
- Investigate problems and determine what may be contributing to them.
- Distinguish between symptoms and underlying issues.
- Communicate relevant findings and recommendations to merchants and internal teams.
- Coordinate with appropriate operational teams to address identified issues.
- Follow up on actions and outstanding matters.
- Verify whether completed actions have produced the intended result.
- Monitor merchant progress following operational changes or interventions.
- Identify merchants that may require additional attention.
- Recognize potential retention risks and communicate them appropriately.
- Identify potential growth and improvement opportunities.
- Help merchants understand relevant issues and recommended actions.
- Maintain accurate merchant records and relevant performance information.
- Keep appropriate internal stakeholders informed of significant merchant concerns, risks, and opportunities.
- Take ownership of assigned merchant matters from identification through outcome.
- Contribute ideas that may improve merchant performance, experience, retention, and operational efficiency.

WHAT WE ARE LOOKING FOR

We are looking for someone who can demonstrate real experience, not simply claim that they are customer-focused, analytical, proactive, or hardworking.

You should be someone who:

- Can look at performance information and identify meaningful changes, patterns, problems, or opportunities. You do not need to be a data scientist. You do need to be comfortable asking: "What is the data telling me?"
- When you identify a merchant issue, you do not simply pass it to another person and forget about it. You remain aware of the outcome and follow through until the matter is resolved or properly escalated.
- Can communicate with merchants and internal teams clearly and professionally, including when discussing problems, delays, performance concerns, or recommended actions.
- Understands that merchant performance is connected to business outcomes.
- Are interested not only in solving problems, but also in identifying opportunities to improve performance and create additional value.
- Are comfortable receiving an objective without requiring someone to explain every individual step.
- Should know when additional information, clarification, assistance, or escalation is required.
- Understands that identifying a problem is not the same as solving it. You remain involved until there is a meaningful outcome.

MINIMUM REQUIREMENTS

- 2+ years of relevant professional experience in eCommerce, account management, customer success, merchant success, client management, operations, sales support, or a related field.
- Experience working directly with customers, clients, merchants, suppliers, or business partners.
- Strong written and verbal English communication.
- Strong relationship-management skills.
- Strong organizational skills.
- Strong analytical and problem-solving ability.
- Comfortable working with business or performance data.
- Strong follow-up skills.
- Ability to manage multiple merchants, priorities, and deadlines.
- Ability to work independently.
- Demonstrated ability to take ownership of assigned responsibilities.
- Ability to communicate problems and recommendations clearly.
- Ability to work effectively with multiple internal teams.

EXPERIENCE THAT WOULD BE AN ADVANTAGE

The following experience would be advantageous:
- eCommerce operations;
- Merchant success;
- Customer success;
- Account management;
- Client relationship management;
- Marketplace operations;
- Sales or business development;
- Product or inventory management;
- Performance analysis;
- Commercial account management;
- CRM systems;
- Reporting and dashboard tools;
- Project or task management systems;
- Working with Australian businesses or customers.

These are advantages, not substitutes for strong judgment, communication, analytical ability, and ownership.
What matters to us is whether you have the experience and ability to understand a merchant's situation, analyze what is happening, identify what needs attention, communicate effectively, and take action toward a measurable outcome. This distinction is intentional and follows our recruitment philosophy.

HOW TO APPLY?

To apply, please provide the following:
1. Your resume — this must be provided as a public, downloadable link.
2. A snapshot of your qualification and relevant experience

Answer the following questions:

1. Tell us about a time when you were responsible for the success or ongoing performance of a client, customer, merchant, account, or business relationship. What was your responsibility, what did you do, and what was the outcome?
2. Tell us about a time when you identified a problem or decline in performance that was not immediately obvious. How did you identify it, how did you investigate it, and what did you do about it?
3. Tell us about a time when you identified an opportunity to improve a client's, customer's, or business partner's results. How did you identify the opportunity, what action did you take, and what was the result?
4. Tell us about a time when you identified an issue that required another person or department to take action. How did you communicate the issue, how did you ensure it was followed through, and what was the final outcome?

NOTE: Please answer based on your actual experience. We are interested in what you have actually done, not what you think we want to hear. There is no requirement to use specific terminology or provide the "perfect" answer.

At the end of your application, please include the exact phrase: "Push Boundaries" This confirms that you have read the full job post and application requirements. Applications that do not follow the application instructions may not be considered.

OUR RECRUITMENT PROCESS

Our recruitment process consists of four stages. If you are successful in this first stage, you will be invited to complete a written assessment. If you are not successful, you will receive a decline notification.

Each stage is designed to help us better understand your experience, approach, and suitability for the role as we progress through the process.

READY TO APPLY?

If you believe your experience and approach are a strong match for the role, we would like to hear from you. Please submit your application with the information requested above.