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DESCRIPTION
Lifecycle Management Agent for Latvian market
Remote role (from Portugal) with fixed schedule 09:00-18:00 Monday-Friday
We are seeking a highly organized and results‑oriented Lifecycle Management Agent to support our Small and Medium Business (SMB) portfolio. This role serves as the primary point of contact for assigned merchants, ensuring they maximize the value of our platform while maintaining strong operational performance, retention, and long‑term partnership growth.
Core Competencies
Customer Engagement — Demonstrated ability to build trust, maintain professional relationships, and deliver solution‑focused support.
Analytical Thinking — Skilled in interpreting operational data, identifying performance gaps, and recognizing early indicators of churn.
Sales & Negotiation — Capable of articulating platform value and conducting commercial discussions that support retention and reactivation.
Technical Proficiency — Experience with CRM systems (Salesforce/HubSpot), reporting platforms (Looker), and communication tools (Slack, Outreach, WhatsApp, Beehive).
Adaptability — Comfortable operating in a fast‑paced environment with evolving processes and merchant needs.
Key Responsibilities
Revenue Optimization — Identify and recommend relevant add‑ons and platform features to enhance merchant value and increase account revenue.
Escalation Management — Serve as the final escalation point for complex merchant issues that exceed standard support parameters.
Operational Performance — Meet established productivity expectations, including adherence to Average Handle Time (AHT) targets and management of high daily opportunity volumes.
Cross‑Market Support — Provide assistance to other global markets during periods of reduced local workload to maintain consistent service levels.
Market Agility — Support market‑specific initiatives, ad‑hoc tasks, and special projects aligned with evolving business priorities.
Candidate Profile
Relevant Experience — Background in Account Management, Customer Support, or Merchant Success within a fast‑paced SMB environment.
Language skills – C1/C2 Estonian + B2 English
Efficiency & Discipline — Strong organizational skills and a metrics‑driven approach to daily workload management.
Communication Excellence — Ability to communicate effectively across technical, operational, and commercial contexts.
Global Collaboration — Demonstrated ability to work collaboratively with colleagues across regions and time zones.
OUR OFFER
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
Training & development opportunities
Competitive salary & relocation allowance*
*Relocation applicable only for international candidates joining us from abroad.