Merchant Care Pro II - Remote, 24/7 Support & Growth

OpenKrill; United States; Remote; USD 4,200 - 6,700; Full time

Benefits offered by this job

Medical, Term & Accidental Insurance

All Purpose Leave (casual & sick time)

Earned Leave: 15 days

Public Holiday: 12 days

Generous Maternity & Paternity Leave

Quarterly Wellness Day

Work From Home Allowance

Instagram culture check: lifeatshipbob

Job summary

ShipBob in Delhi NCR (Remote) is seeking a Merchant Care Associate to join our merchant support team. You will manage Salesforce cases, respond to inquiries via email, chat, and phone, and ensure timely adherence to SOPs and SLAs to keep ecommerce merchants moving.

Collaborate with cross-functional teams, escalate for timely resolution, and participate in ad hoc projects. This role requires 3–5 years in merchant or customer support and a proactive, detail-oriented mindset.

Qualifications

• 3 to 5 years of experience in merchant or customer support.
• Strong written and verbal communication skills.
• Willingness to work 24/7 shifts including nights and weekends.
• Based in Delhi NCR.

Responsibilities

• Respond to merchant emails and chats promptly following SOPs and SLAs.
• Manage Salesforce cases from opening to closure.
• Support the Supply Chain Operations team with Confluence tasks and Jira requests.
• Collaborate with sites, fulfillment centers, tech, analytics, and other teams to resolve issues.
• Escalate complex cases to ensure timely resolution and strong merchant experience.
• Complete ad hoc projects as assigned by the manager.

Skills

Customer support

Written communication

Verbal communication

SLA adherence

Night shifts

Tools

Salesforce

Confluence

Jira

Job description

ShipBob in Delhi NCR (Remote) is seeking a Merchant Care Associate to join our merchant support team. You will manage Salesforce cases, respond to inquiries via email, chat, and phone, and ensure timely adherence to SOPs and SLAs to keep ecommerce merchants moving.

Collaborate with cross-functional teams, escalate for timely resolution, and participate in ad hoc projects. This role requires 3–5 years in merchant or customer support and a proactive, detail-oriented mindset.