Merchant Success Specialist-Mid Market

Overview

The Merchant Success Specialist – Mid-Market (MSS-MM) joins ShipBob's Merchant Success team to support the operational needs of mid-market merchants and help facilitate their day-to-day success. This is a remote role based in India.

What you'll do

• Understand merchant operational needs and service expectations.
• Continually re-evaluate the day-to-day needs and priorities of merchants in your portfolio.
• Facilitate merchant success through timely, reliable operational support.
• Execute against an action plan defined with your Merchant Success Manager, owning the operational deliverables.
• Drive merchant use of key ShipBob features through day-to-day support and guidance.
• Resolve routine operational requests (order issues, WRO and inventory queries, returns, kitting, and standard exceptions) within established SLAs.
• Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters to the Merchant Success Manager.
• Actively monitor merchant health signals and flag risks or churn indicators to the Merchant Success Manager early to course-correct.
• Manage a book of approximately 8-12 mid-market merchants in tandem with a Merchant Success Manager. Size of books will vary based on merchant size, growth and complexity.
• Coordinate cross-functionally with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to unblock merchant issues and drive them to resolution.
• Maintain accurate records of merchant activity and ensure work is logged and visible in our systems of record.
• Build and maintain strong partnerships with merchants through responsive, proactive communication via phone and email.
• Collaborate with your account team to execute efficient workflows and feedback loops tailored to your team's portfolio of accounts.
• Maintain clear, up-to-date documentation of recurring work and contribute to standard operating procedures for the team.
• Perform additional duties and responsibilities as necessary.

What you'll need

• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Between 4-7 years of experience in customer success, account management, operations, or merchant services.
• Strong organizational skills and the ability to manage a high volume of concurrent requests without dropping details.
• A proactive, ownership-driven approach to resolving problems and following through to resolution.
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
• Experience collaborating cross-departmentally to deliver solutions for merchants.
• PowerPoint and Excel skills.

Nice to have

• Experience in the technology/SaaS, e-commerce, or logistics industry.

Details

• Location: Remote, India.
• Reports to the Senior Manager, Merchant Success.
• Works as part of an account team alongside a Merchant Success Manager and Merchant Success Associates.
• Applications are accepted on an ongoing basis with no deadline.