Merchant Care Associate II

ShipBob, Inc.; Delhi; On-site; INR 420,000 - 660,000; Full time

Benefits offered by this job

12 days All Purpose Leave

Job summary

ShipBob, Inc. seeks a Merchant Care Associate to be a core member of the merchant support team in Delhi NCR. You will manage Salesforce cases, communicate via email, chat, and phone, and ensure timely responses aligned with SOPs and SLAs.

You will learn from analysts and senior team members, elevate issues when needed, and grow within the team while delivering high-quality service. The role reports to Manager, Merchant Care and requires 24/7 rotational shifts.

Qualifications

• 3 to 5 years of experience in merchant or customer support or a similar role.
• Strong written and verbal communication skills.
• A proactive, positive approach to every merchant interaction.
• This role requires providing 24/7 operational support through rotational shifts, including weekends and holidays.

Responsibilities

• Respond to merchant emails and chats promptly and accurately, following SOPs and SLAs; make outbound calls when needed.
• Manage Salesforce cases from opening to closure with clear notes.
• Support the Supply Chain Operations team with standard tasks documented in Confluence; use 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 clear path to resolution and strong merchant experience.
• Complete ad hoc projects assigned by the manager.

Skills

Customer support

Communication skills

Detail oriented

Shift work

Delhi NCR based

Tools

Salesforce

Confluence

Jira

Job description

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, elevate 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.
• All Purpose Leave (casual & sick time): 12 days

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 is not 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.

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 centre 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.