Merchant Care Associate II

Job Summary

As a member of the ShipBob Team, you will...

• Grow with an Ownership Mindset: We champion continuous learning and innovation. Youll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If youre ready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
• Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location

Delhi

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.

Responsibilities

• Respond to merchant emails and chats prompt ly 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.

Requirements

• 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.

Diversity & Inclusion

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.