Merchant Care Associate II

Overview

Merchant Care Associate II on the ShipBob merchant support team, serving as a first point of contact for small and mid-sized ecommerce merchants on a 24/7 operation.

What you'll do

• Respond to merchant emails and chats promptly and accurately, following SOPs and SLAs.
• Make outbound calls when needed to resolve issues faster, provide updates, and follow up on urgent cases.
• Manage Salesforce cases from opening to closure while maintaining clear, accurate, and up-to-date case notes.
• Support the Supply Chain Operations team with standard tasks as documented in Confluence, using direct channels for urgent updates and Jira for non-urgent requests.
• Collaborate with sites, fulfillment centers, tech, analytics, and other teams to resolve merchant issues on time.
• Escalate complex or time-sensitive cases to ensure each case has a clear path to resolution and a strong merchant experience.
• Complete ad hoc projects assigned by your manager.

What you'll need

• 3 to 5 years of experience in merchant or customer support, or a similar role.
• Strong written and verbal communication skills.
• A hardworking, detail-oriented approach and a drive to help small businesses succeed online.
• A proactive, positive approach to every merchant interaction.
• Prior night-shift experience in a KPI-driven support role, with a track record of meeting SLA, resolution time and quality targets.
• Comfortable working across day, evening, and night shifts, including weekends and holidays, as per business requirements.

Nice to have

• Eagerness to learn and build a career in merchant support.

Details

• Location: Delhi NCR (Remote); based in Delhi NCR.
• Requires 24/7 operational support through rotational shifts, including weekends and holidays.
• Reports to Manager, Merchant Care.