Merchant Care Associate II

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