Merchant Success Intern (Project Management & Onboarding)

SHOPLINE; United States; On-site; USD 19,000 - 28,000; Part time

Job summary

Shopline is seeking a proactive Merchant Success Intern to support onboarding and early store growth for merchant partners.

You will coordinate project milestones, perform pre-launch QA, and assist with post-launch support using Monday.com, with guidance from senior managers. Ideal for students or recent grads pursuing business, information systems, or ecommerce, with strong communication and detail orientation.

Qualifications

• Pursuing or recently graduated in business, information systems, or related field.
• Strong written and verbal communication skills.
• Detail-oriented with strong process and deadline management.
• Familiar with Monday.com, Asana, Trello, or Jira.
• Able to manage multiple priorities across portfolios.

Responsibilities

• Maintain and update onboarding boards on Monday.com reflecting milestones.
• Track blockers across portfolios and flag delays in weekly check-ins.
• Keep merchant records, specs, and launch dates accurate in trackers.
• Follow up with merchants to collect onboarding deliverables.
• Guide platform setup steps including catalog uploads and payment verifications.
• Conduct pre-launch QA audits of merchant storefronts.
• Coordinate post-launch check-ins and CSAT surveys.

Skills

Written and verbal communication

Attention to detail

Process management

Self-starter

Education

Business Administration

Information Systems

Project Management

E-commerce

Communications

Tools

Monday.com

Asana

Trello

Jira

Job description

Employment Type: Internship (Full-Time or Part-Time)

Duration: 3-6 Months

Compensation: $17/hour

About the Role

Our Merchant Success team guides new brands from initial signup all the way to their official store launch and early business growth. As a Merchant Success Intern, you will serve as the operational backbone of our onboarding pipeline. Working alongside our Senior Manager and Portfolio Managers, you will help coordinate project milestones, remove administrative roadblocks for merchants, conduct pre-launch quality audits, and ensure projects progress smoothly using Monday.com.

This role is ideal for a proactive, organized student or recent graduate looking to gain hands-on experience in e-commerce project management, B2B client operations, and platform delivery.

Key Responsibilities

• Maintain and update merchant onboarding boards on Monday.com to reflect real-time project milestones.
• Track critical onboarding blockers across manager portfolios, highlighting stalled accounts and missed deadlines during weekly check-ins.
• Ensure merchant contact records, technical specifications, and expected launch dates remain accurate across internal trackers.

2. Merchant Task Chasing & Tier-1 Coordination

• Follow up directly with merchants via email and chat to collect key onboarding deliverables, including business documentation, bank statements, and tax identification details.
• Guide merchants through initial platform setup steps, including basic catalog uploads, logistics rate configurations, and Shopline Payment verification applications.
• Respond to routine non-technical merchant queries regarding account prerequisites and timelines.

3. Pre-Launch Quality Assurance (QA) Audits

• Conduct end-to-end functional audits of merchant storefronts prior to go-live using standardized checklists.
• Execute test transactions, test checkout flows, and verify shipping and tax calculations across varied geographical regions.
• Audit stores for mobile responsiveness, navigation functionality, broken links, and mandatory legal policies (e.g., Privacy, Terms of Service, Return Policies).

4. Post-Launch & Operational Support

• Coordinate automated post-launch check-ins at Day 7 and Day 14 to verify smooth order processing.
• Distribute and aggregate customer onboarding satisfaction (CSAT) surveys.
• Create and update internal documentation, Standard Operating Procedures (SOPs), and visual guides for frequently asked merchant questions.

Candidate Qualifications

• Currently pursuing or recently graduated with a degree in Business Administration, Information Systems, Project Management, E-commerce, Communications, or a related field.
• Exceptional written and verbal communication skills; comfortable reaching out to clients and driving action diplomatically.
• High attention to detail with an aptitude for process management, checklists, and deadline tracking.
• Familiarity with or eagerness to learn modern workflow tools (experience with Monday.com, Asana, Trello, or Jira is an advantage).
• Basic familiarity with e-commerce concepts (payment gateways, product catalogs, shipping rules, or storefront setups) is a plus.
• Self-starter mindset capable of managing multiple priorities across different manager portfolios.

What You Will Learn

• How to manage multi-stakeholder project pipelines in a fast-paced B2B environment.
• Deep functional knowledge of enterprise e-commerce infrastructure, payments, logistics, and store operations.
• Practical stakeholder management and client-facing communication skills.