Merchant Success Specialist – Mid Market
New
J
JobgetherE-commerce fulfillment
Work remotely from India, U.S. Central Time (CT) working scheduleFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English communication skills
- Experience
- 4–7 years of experience in Customer Success, Account Management, Operations, Merchant Services, or a related customer-facing role
- Required Skills
- Microsoft ExcelCustomer SuccessPowerPointAccount Management
Requirements
- Have 4–7 years of experience in Customer Success, Account Management, Operations, Merchant Services, or a related customer-facing role.
- Bring experience in technology, SaaS, e-commerce, logistics, or fulfillment environments.
- Have direct experience supporting customers or merchants, resolving operational issues, and coordinating internal resources.
- Demonstrate analytical and troubleshooting skills, including prioritization, root-cause identification, and follow-through to resolution.
- Manage a high volume of concurrent requests with strong time management, organization, accuracy, and attention to detail.
- Have excellent written and verbal English communication skills.
- Have experience collaborating across departments to resolve customer issues and coordinate operational activities.
- Work independently, manage competing priorities, and maintain consistent follow-through.
- Be proficient in Microsoft Excel and PowerPoint and able to analyze operational data and prepare reports or presentations.
- Maintain accurate records, follow established procedures, and contribute to documentation and workflow improvements.
- Work remotely from India while maintaining the required U.S. Central Time (CT) schedule on an ongoing basis.
Responsibilities
- Manage a portfolio of approximately 8–12 mid-market merchants in partnership with Merchant Success Managers and Associates.
- Handle routine operational requests and resolve issues involving orders, warehouse receiving orders (WROs), inventory, returns, kitting, and operational exceptions within established SLAs.
- Triage incoming requests, resolve standard issues independently, and escalate complex or high-risk matters with documentation and recommended next steps.
- Execute assigned operational action plans and follow through on merchant priorities.
- Guide merchants in using platform features and fulfillment services.
- Monitor merchant engagement, operational performance, and customer health indicators; flag dissatisfaction or churn risks and coordinate corrective actions.
- Collaborate with Merchant Operations, Support, B2B/EDI teams, and fulfillment center personnel to investigate issues and remove operational blockers.
- Build merchant relationships through professional phone and email communication and regular contact.
- Maintain accurate records and current documentation, and contribute to standard operating procedures and workflow improvements.
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