Merchant Success Specialist, Mid-Market
New
S
ShipBobE-commerce fulfillment
Remote IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal English communication skills
- Experience
- Between 4-7 years of experience in customer success, account management, operations, or merchant services
- Required Skills
- Microsoft ExcelCustomer SuccessEnglish communicationPowerPointAccount ManagementCross-functional collaboration
Requirements
- Have 4–7 years of experience in customer success, account management, operations, or merchant services.
- Bring experience ideally in technology/SaaS, e-commerce, or logistics.
- Demonstrate excellent written and verbal English communication skills.
- Communicate effectively through oral, written, and in-person mediums.
- Have strong organizational skills and manage a high volume of concurrent requests without dropping details.
- Take a proactive, ownership-driven approach to resolving problems and following through.
- Have experience collaborating cross-departmentally to deliver solutions for merchants.
- Have PowerPoint and Excel skills.
Responsibilities
- Understand merchant operational needs and service expectations.
- Re-evaluate the day-to-day needs and priorities of merchants in your portfolio.
- Execute the action plan defined with the Merchant Success Manager and own operational deliverables.
- Guide merchants in using key ShipBob features through day-to-day support.
- Resolve routine operational requests—including order issues, WRO and inventory queries, returns, kitting, and standard exceptions—within established SLAs.
- Triage incoming requests, handling standard items directly and escalating strategic, complex, or high-risk matters to the Merchant Success Manager.
- Monitor merchant health signals and flag risks or churn indicators early.
- Manage a book of approximately 8–12 mid-market merchants alongside a Merchant Success Manager.
- Coordinate with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to resolve merchant issues.
- Maintain accurate records of merchant activity and keep work visible in systems of record.
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