Merchant Care Specialist

Job Description

Location: Remote (India) Candidates must be based in Delhi NCR

As a member of the ShipBob Team, you will...

- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you wont just follow a playbook, youll be actively building the future of ShipBob.
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all sethigh standards and understand the importance oftransparency at all levels. Weve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Role Description:

As a Merchant Care Specialist at ShipBob, you will play a crucial role in enhancing the merchant experience by providing resolution-oriented support across chat, email, and phone as needed, ensuring flexibility across all communication channels in a 24/7 support environment. Youll build and maintain solid merchant relationships, ensure timely and empathetic follow-ups, and collaborate cross-functionally to resolve issues swiftly. You must be available to work a flexible schedule, including rotational shifts covering mornings, nights, weekends, and holidays, based on business needs.

Your day-to-day will include managing case and task workflows, researching merchant concerns, leveraging SOPs and tools for high-quality outcomes, and creatively solving challenges - even those outside standard procedures - to deliver a best-in-class merchant experience.

This role reports to the Team Lead, Merchant Care.

What Youll Do:

- Provide support to merchants via chat, email, and phone as needed, ensuring flexibility across communication channels.
- Utilize all available SOPs, tools, and resources to ensure an exceptional merchant experience on every interaction, across all support channels.
- Manage different workflows, including case/task management and outbound callbacks or follow-ups.
- Creatively solve merchant issues, even those outside standard SOPs, while ensuring a successful merchant outcome.
- Triage and escalate urgent issues quickly and appropriately.
- Maintain consistency with follow-ups to ensure timely and complete resolution of merchant concerns.
- Communicate effectively with merchants and internal stakeholders, with clarity and empathy.
- Manage multiple applications and resources, including contact management systems and knowledge bases.
- Identify and share merchant feedback and trends (VOC) to help improve the overall experience.
- Adhere to quality processes while ensuring high levels of service.
- Additional responsibilities and initiatives as necessary to support the team and merchant needs.

What Youll Bring To The Table:

- 35 years of overall experience, with at least 1 year in a merchant or customer support role.
- Excellent written and verbal English communication skills, with the ability to express yourself with confidence and empathy.
- Strategic thinking and creative problem-solving to resolve time-sensitive challenges.
- Demonstrated ability to manage priorities in a high-pressure, fast-paced environment.
- A highly motivated self-starter mindset with a desire to learn, grow, and contribute to team success.
- Ability to collaborate in a team-oriented culture and contribute to continuous improvement efforts.

Perks & Benefits:

- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

The work we do at ShipBob is both challenging and rigorous, which means our environment isnt the right fit for everyone, and thats okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in todays global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBobs proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBobs dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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