Merchant Care Specialist

3 days ago

Remote India ShipBob, Inc. Full time ₹ 5,00,000 - ₹ 10,00,000 per year

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

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. You'll 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 you'll 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 you'll bring to the table:

  • 3–5 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)

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