# Merchant Care Associate II

**Company**: ShipBob
**Location**: Delhi NCR
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/shipbobinc/jobs/4741099005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0ba0752f-e00

## Description

As a Merchant Care Associate II at ShipBob, you will be a core member of the merchant support team and a first point of contact for merchants.

You will manage Salesforce cases, communicate through email, chat, and phone, and ensure every inquiry receives a timely response aligned with SOPs and SLAs.

Your responsibilities will include:

- Responding to merchant emails and chats promptly and accurately, following SOPs and SLAs; making outbound calls when needed to resolve issues faster, provide updates, and follow up on urgent cases.

- Managing Salesforce cases from opening to closure while maintaining clear, accurate, and up-to-date case notes.

- Supporting the Supply Chain Operations team with standard tasks as documented in Confluence, using direct channels for urgent updates and Jira for non-urgent requests.

- Collaborating with sites, fulfillment centers, tech, analytics, and other teams to resolve merchant issues on time.

- Escalating complex or time-sensitive cases to ensure each case has a clear path to resolution and a strong merchant experience.

- Completing ad hoc projects assigned by your manager.

To be successful in this role, you will 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.

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

We offer a range of benefits, including:

- Medical, Term & Accidental Insurance

- All Purpose Leave (casual & sick time): 12 days

- Earned Leave: 15 days

- Public Holiday: 12 days

- Generous Maternity & Paternity Leave

- Quarterly Wellness Day

- Work From Home Allowance

## Skills

### Required
- Salesforce
- customer support
- communication skills
- problem-solving

### Nice to have
- night-shift experience
- KPI-driven support
- merchant support

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/shipbobinc/jobs/4741099005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)