Merchant Care Associate II
Location: Delhi NCR (Remote)
Role Description:
Merchants rely on ShipBob to keep orders moving, and when issues arise, they need fast, clear support. Our fulfillment centers process thousands of orders each day for small and mid-sized ecommerce merchants, and our 24/7 support ensures help is always available.
As a Merchant Care Associate, 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. You will learn from analysts and senior team members, escalate issues when needed, and build the skills to grow within the team while supporting a consistent, accurate, and high-quality service experience. This role reports to Manager, Merchant Care.
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 bring:
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.
This role requires providing 24/7 operational support through rotational shifts. Candidates must be comfortable working across day, evening, and night shifts, including weekends and holidays, as per business requirements.
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.
Based in Delhi NCR.
Perks & Benefits:
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
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