Merchant Success Specialist-Mid Market

Jobgether; India; À distance; INR 700 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Paid Leave 12 days

Earned Leave 15 days

Public Holidays 12

Parental Leave

Wellness Day

Remote Work Allowance

AI Productivity Tools

Professional Development

Remote Work in India

Résumé du poste

Jobgether is seeking a Merchant Success Specialist - Mid Market based in India to manage a portfolio of 8-12 mid-market merchants. You will resolve day-to-day operational requests, guide platform usage, and collaborate with cross-functional teams to ensure smooth fulfillment operations.

The role emphasizes proactive communication, data-driven monitoring, and maintaining strong merchant relationships while supporting retention and growth in a fast-paced environment.

Qualifications

• 4-7 years of experience in Customer Success, Account Management, Operations, or related roles.
• Demonstrated experience supporting customers/merchants to resolve operational issues.
• Strong analytical and troubleshooting skills to assess requests and follow through to resolution.
• Excellent time management and organizational abilities for high-volume work.
• Clear written and spoken English communication; professional with customers.
• Experience collaborating with multiple departments to deliver consistent service outcomes.
• Customer-centric mindset focused on satisfaction, retention and value creation.
• Ownership mentality with ability to work independently and manage priorities.
• Proficiency in Excel and PowerPoint to organize data and present clear reports.

Responsabilités

• Manage a portfolio of 8-12 mid-market merchants in collaboration with the Merchant Success Manager.
• Provide day-to-day operational support to merchants and resolve routine issues.
• Triage requests, escalate complex matters with recommended next steps.
• Execute operational action plans and ensure follow-through on merchant priorities.
• Guide merchants on platform features and fulfillment services to drive adoption.
• Monitor engagement and health indicators to identify risks and retention opportunities.
• Collaborate with Merchant Operations, Support, B2B/EDI, and fulfillment teams to resolve blockers.
• Maintain accurate records of interactions and contribute to SOPs and workflows.

Connaissances

Customer Success

Account Management

Operations

SaaS

E-commerce Fulfillment

Logistics

Excel

PowerPoint

English Proficiency

Cross-Functional Collaboration

Outils

Microsoft Excel

PowerPoint

Description du poste

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Merchant Success Specialist - Mid Market based in India.

We are seeking a proactive and customer-focused Merchant Success Specialist to support mid-market e-commerce merchants and ensure their fulfillment operations run smoothly. In this remote role, you will manage a portfolio of approximately 8-12 merchants, working alongside dedicated account managers and support teams to deliver reliable operational support. You will serve as a key point of contact for day-to-day requests, resolving issues efficiently while helping merchants get the most value from fulfillment services and technology. Through proactive communication, data-driven monitoring, and cross-functional collaboration, you will identify potential risks, protect customer retention, and strengthen long-term partnerships. You will also contribute to improving internal workflows, documentation, and service delivery standards in a fast-paced, performance-oriented environment. This opportunity is ideal for an organized professional who enjoys solving operational challenges, taking ownership, and making a measurable impact on customer success.

Accountabilities:

• Merchant Portfolio Management: Manage a portfolio of approximately 8-12 mid-market merchants in partnership with a Merchant Success Manager and Merchant Success Associates. Understand each merchant's operational needs, service expectations, priorities, and business objectives.
• Day-to-Day Merchant Support: Serve as a primary point of contact for routine operational requests, providing timely, accurate, and dependable assistance to help merchants maintain smooth fulfillment operations.
• Operational Issue Resolution: Resolve standard merchant issues involving orders, warehouse receiving orders (WROs), inventory inquiries, returns, kitting, and routine operational exceptions within established service-level agreements (SLAs).
• Request Triage and Escalation: Assess incoming requests, resolve standard issues independently, and elevate strategic, complex, or high-risk matters to the Merchant Success Manager with clear documentation and recommended next steps.
• Merchant Success Planning: Execute operational action plans established with the Merchant Success Manager, taking ownership of assigned deliverables and ensuring consistent follow-through on merchant priorities.
• Product Adoption and Guidance: Help merchants understand and use relevant platform features and fulfillment services effectively through proactive guidance, operational support and ongoing communication.
• Customer Health and Retention: Monitor merchant engagement, operational performance and customer health indicators to identify potential dissatisfaction or churn risks. Flag concerns early and collaborate with the account team to implement corrective actions.
• Cross-Functional Collaboration: Work closely with Merchant Operations, Support, B2B/EDI teams and fulfillment center personnel to investigate issues, remove operational blockers and drive timely resolutions.
• Relationship Management: Build strong merchant relationships through responsive, professional communication via phone and email. Maintain regular contact to understand changing needs and ensure a positive business impact.
• Documentation and Process Improvement: Maintain accurate records of merchant interactions, operational activities and issue resolution in internal systems. Keep documentation current and contribute to standard operating procedures (SOPs) and efficient team workflows.
• Performance and Retention Metrics: Contribute to key performance indicators, including merchant retention, churn reduction, documentation quality and adherence to established operational processes.
• Additional Responsibilities: Support other merchant success and operational activities as required to maintain service quality and achieve team objectives.

Requirements:

• Professional Experience: 4-7 years of experience in Customer Success, Account Management, Operations, Merchant Services, or a related customer-facing role, ideally within technology, SaaS, e-commerce, logistics or fulfillment.
• Customer and Merchant Support: Demonstrated experience working directly with customers or merchants to resolve operational issues, coordinate internal resources and ensure timely, effective outcomes.
• Operational Problem-Solving: Strong analytical and troubleshooting skills, with the ability to assess requests, prioritize issues, identify root causes and follow problems through to resolution.
• Organizational Skills: Excellent time management and organizational abilities, with the capacity to manage a high volume of concurrent requests while maintaining accuracy and attention to detail.
• Communication Skills: Excellent written and verbal English communication skills, including the confidence to engage professionally with customers, explain operational issues clearly and provide proactive updates.
• Cross-Functional Collaboration: Experience working with multiple departments to resolve customer issues, coordinate operational activities and deliver consistent service outcomes.
• Customer-Centric Mindset: A strong commitment to customer satisfaction, relationship building, service reliability and long-term merchant retention.
• Ownership and Accountability: A proactive approach to responsibilities, with the ability to work independently, manage competing priorities and maintain consistent follow-through.
• Technical and Analytical Skills: Proficiency in Microsoft Excel and PowerPoint, with the ability to organize information, analyze operational data and prepare clear reports or presentations.
• Process Documentation: Ability to maintain accurate records, follow established procedures and contribute to documentation and workflow improvements.
• Industry Knowledge: Experience in logistics, third-party logistics (3PL), supply chain management, e-commerce fulfillment or related operational environments is highly relevant.
• Adaptability: Comfortable working in a fast-paced, high-performance environment where priorities can evolve and timely execution is essential.
• Work Schedule: Willingness to work remotely from India while maintaining the required U.S. Central Time (CT) working schedule on an ongoing basis.

Benefits:

• Comprehensive Insurance Coverage: Medical, term life and accidental insurance.
• Casual and Sick Leave: 12 days of all-purpose leave for personal needs, illness and other eligible absences.
• Earned Leave: 15 days of earned annual leave.
• Public Holidays: 12 public holidays.
• Parental Leave: Generous maternity and paternity leave provisions.
• Wellness Support: A quarterly wellness day to encourage employee well-being and time to recharge.
• Remote Work Assistance: Work-from-home allowance to help support your remote working setup.
• AI and Productivity Tools: Access to AI-powered and productivity tools to help streamline workflows, improve efficiency and support professional performance.
• Professional Development: Opportunities to build expertise in merchant success, e-commerce fulfillment, logistics operations and cross-functional problem-solving.
• Collaborative Work Culture: Join a high-performance environment that values ownership, continuous learning, transparency, accountability and teamwork.
• Meaningful Impact: Help merchants improve fulfillment operations, deliver better shopper experiences and achieve sustainable business growth.
• Remote Work: Work remotely from India while collaborating with distributed teams across operational functions.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively and fairly against the role's core requirements. Our system identifies the top-fitting candidates and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice:

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.