Merchant Care Associate II (Fully Remote)

ShipBob, Inc.; United States; Remote; USD 45,000 - 70,000; Full time

Benefits offered by this job

Work from home allowance

AI-assisted productivity tools

Quarterly wellness days

Generous leave policy

Job summary

ShipBob is a leading global supply chain and fulfillment technology platform for SMB and mid-market ecommerce merchants. We are seeking a customer support pro to be the first line of contact for merchants, handling Salesforce cases and communicating via email, chat, and phone.

You will respond promptly, escalate issues as needed, and support the Supply Chain Operations team on ad hoc projects. The role requires 3–5 years in merchant or customer support and comfort with night shifts, weekends,

Qualifications

• 3–5 years of merchant or customer support experience.
• Detail-oriented and proactive.
• Comfortable with 24/7 rotational shifts, including nights and weekends.

Responsibilities

• Serve as the first point of contact for merchants and manage Salesforce cases.
• Respond to inquiries promptly via email, chat, and phone; escalate complex issues.
• Support the Supply Chain Operations team and complete ad hoc projects as assigned.

Skills

Merchant support experience

Strong communication

Night shift experience

KPI-driven support

Tools

Salesforce

Job description

• You will be the first point of contact for merchants, managing Salesforce cases and communicating through email, chat, and phone.
• You will respond to inquiries promptly, escalate complex issues, and ensure every case has a clear path to resolution.
• You will support the Supply Chain Operations team and complete ad hoc projects as assigned.

About You:

• You bring 3 to 5 years of merchant or customer support experience with strong written and verbal communication skills.
• You are detail-oriented, proactive, and comfortable working 24/7 rotational shifts, including weekends and holidays.
• You have prior night-shift experience in a KPI-driven support role and a drive to help small businesses succeed online.
• Enjoy medical, term, and accidental insurance, plus quarterly wellness days.
• Benefit from all-purpose leave, earned leave, and generous maternity and paternity leave.
• Work from home allowance and access to AI-assisted productivity tools from day one.

ShipBob

ShipBob is a leading global supply chain and fulfillment technology platform for SMB and mid-market ecommerce merchants. It is a fast-growing, high-performance company backed by top investors, with a culture of ownership, collaboration, and continuous learning.