# Merchant Success Specialist-Mid Market

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

**Apply**: https://job-boards.greenhouse.io/shipbobinc/jobs/4741114005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_82e62af0-18b

## Description

As a Merchant Success Specialist – Mid-Market at ShipBob, you will be responsible for supporting the operational needs of mid-market merchants and helping facilitate their day-to-day success.

You will manage a portfolio of mid-market merchants as part of an account team alongside a Merchant Success Manager and Merchant Success Associates.

Key responsibilities:

- Be a reliable operational partner to merchants

- Enable merchant success by ensuring smooth fulfillment operations

- Serve as a first point of contact for merchant operational requests and issues

- Work with merchants and cross-collaboratively with the ShipBob team to deliver against service expectations

- Build solid relationships through responsive, proactive communication

- Own day-to-day operational outcomes of the partnership with the merchant and your account team

- Escalate strategic and high-complexity matters to the Merchant Success Manager

- Collaborate with your account team to execute efficient workflows and feedback loops

You will also:

- Understand merchant operational needs and service expectations

- Continually re-evaluate 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

- Drive merchant use of key ShipBob features through day-to-day support and guidance

- Resolve routine operational requests within established SLAs

- Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters

- Actively monitor merchant health signals and flag risks or churn indicators

- Manage a book of approximately 8-12 mid-market merchants

- Coordinate cross-functionally with various teams to unblock merchant issues and drive them to resolution

- Maintain accurate records of merchant activity

Key Performance Indicators (KPIs):

- Logo Retention

- SOP & Documentation Hygiene

- Churn

Requirements:

- Excellent written and verbal English communication skills

- 4-7 years of experience in customer success, account management, operations, or merchant services

- Strong organizational skills and ability to manage a high volume of concurrent requests

- Proactive, ownership-driven approach to resolving problems

- Demonstrated ability to communicate effectively

- Experience collaborating cross-departmentally

- PowerPoint and Excel skills

## Skills

### Required
- English
- customer success
- account management
- operations
- merchant services
- communication
- organizational skills
- problem-solving
- PowerPoint
- Excel

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/shipbobinc/jobs/4741114005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)