Merchant Success Specialist-Mid Market

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

• Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll 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 you're 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: Remote India 

Role Description: 

The Merchant Success Specialist – Mid-Market (MSS-MM) will join ShipBob's growing Merchant Success team, responsible for supporting the operational needs of our mid-market merchants and helping facilitate their day-to-day success. The MSS-MM will manage a portfolio of ShipBob's mid-market merchants as part of an account team alongside a Merchant Success Manager and Merchant Success Associates. This role will report to the Senior Manager, Merchant Success. This role will build and maintain strong partnerships by working in concert with our merchants and account team to do the following: 

• Be a reliable operational partner to the merchant 
• Enable merchant success by ensuring their fulfillment operations run smoothly 
• 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 via phone and email to ensure a positive business impact 
• Own the day-to-day operational outcomes of the partnership with the merchant and your account team, escalating strategic and high-complexity matters to the Merchant Success Manager 
• Collaborate with your account team to execute efficient workflows and feedback loops tailored to your team's portfolio of accounts.

What you'll do: 

• Understand merchant operational needs and service expectations. 
• Continually re-evaluate the 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, owning the operational deliverables. 
• Drive merchant use of key ShipBob features through day-to-day support and guidance. 
• Resolve routine operational requests — order issues, WRO and inventory queries, returns, kitting, and standard exceptions — within established SLAs. 
• Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters to the Merchant Success Manager. 
• Actively monitor merchant health signals and flag risks or churn indicators to the Merchant Success Manager early to course-correct. 
• Manage a book of approximately 8-12 mid-market merchants in tandem with a Merchant Success Manager. Size of books will vary based on merchant size, growth and complexity. 
• Coordinate cross-functionally with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to unblock merchant issues and drive them to resolution. 
• Maintain accurate records of merchant activity and ensure work is logged and visible in our systems of record. 

Key Performance Indicators (KPIs): 

• Logo Retention: Based on the percentage of merchants retained in a quarter within the book of business that the MSS-MM supports. 
• SOP & Documentation Hygiene: Maintain clear, up-to-date documentation of recurring work and contribute to standard operating procedures for the team. 
• Churn: Contribute to ShipBob's company growth through high merchant retention. 
• Additional duties and responsibilities as necessary. 

What you’ll bring to the table: 

• Excellent written and verbal English communication skills, including the ability to express oneself with confidence. 
• Between 4-7 years of experience in customer success, account management, operations, or merchant services, ideally in the technology/SaaS, e-commerce, or logistics industry. 
• Strong organizational skills and the ability to manage a high volume of concurrent requests without dropping details. 
• A proactive, ownership-driven approach to resolving problems and following through to resolution. 
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums. 
• Experience collaborating cross-departmentally to deliver solutions for merchants. 
• PowerPoint and Excel skills.  

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 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

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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. 

About You: 

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you. 

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/). 

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

Use of AI-Assisted Tools During Recruitment

We may use AI-assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. These tools are designed to assist our recruiting team and are not used to make final hiring decisions. Hiring decisions are made by trained human reviewers who consider the candidate's application, interview performance, qualifications, experience, and other relevant factors. AI-assisted tools do not independently determine whether a candidate advances in the hiring process or receives an offer of employment. Where required by applicable law, candidates will be provided with notice regarding our use of AI-assisted technologies and, where available, information about any applicable rights relating to such processing, including the ability to request additional information or opt out of certain AI-assisted processing activities. Candidates who exercise available opt-out rights may be reviewed through alternative processes consistent with applicable law.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.