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 from technology/SaaS, e-commerce, or logistics.
- Demonstrate excellent written and verbal English communication skills.
- Manage a high volume of concurrent requests while maintaining attention to detail.
- 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 the portfolio.
- Execute action plans with the Merchant Success Manager and own operational deliverables.
- Provide timely operational support and guide merchants in using ShipBob features.
- Resolve routine requests involving order issues, WRO and inventory queries, returns, kitting, and standard exceptions within established SLAs.
- Triage incoming requests and escalate strategic, complex, or high-risk matters to the Merchant Success Manager.
- Monitor merchant health signals and flag risks or churn indicators.
- Coordinate with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to resolve merchant issues.
- Maintain accurate records of merchant activity and log work in systems of record.
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