Success Operations Associate

Remote; San Francisco (CA); A distancia; USD 36.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work from home

Medical coverage

Leave entitlements: 12 days casual/s.

Earned leave: 15 days

Public holidays: 12

Parental leave

Well-being: Wellness day

Learning and growth opportunities

Cross-functional collaboration

Descripción de la vacante

Remote is seeking a Success Operations Associate based in India to ensure seamless fulfillment and top-notch service for B2B merchants. You will coordinate POs, shipments, retailer compliance, and documentation, working with Operations, Merchant Success, Product, and Transportation teams to maintain high standards.

This role emphasizes attention to detail, proactive problem-solving, and the ability to manage multiple priorities in a fast-paced environment.

Formación

• Experience in operations, business support, or backend coordination involving multiple departments.
• Strong written and spoken English communication skills.
• Proficiency in Microsoft Word and Microsoft Excel; ability to manage spreadsheets accurately.
• Comfort navigating online systems and internet-based tools to manage information and workflows.
• Excellent organizational skills with the ability to manage multiple tasks and deadlines.
• Attention to detail when preparing records, shipment documentation, and compliance information.
• Ability to follow SOPs and retailer-specific requirements consistently.
• Strong interpersonal skills and ability to collaborate across teams.

Responsabilidades

• Create and maintain accurate PO trackers for merchants, including order status and retailer-specific information.
• Coordinate outbound shipments with fulfillment center teams, transportation providers, and brokers.
• Prepare accurate, compliant bills of lading (BOLs) per retailer requirements and GS1 standards.
• Generate packing slips, shipping labels, and pallet labels as needed.
• Schedule dock appointments and coordinate shipment logistics to meet retailer delivery windows.
• Provide supporting documentation for retailer chargebacks to assist investigations.
• Submit accurate shipment notices to retailers and follow processes to prevent delays.
• Escalate urgent issues to appropriate internal teams and follow up on resolutions.
• Follow SOPs for retailer routing, TMS, and shipment scheduling.
• Collaborate with on-site B2B leads to ensure PO deadlines are met and questions resolved.
• Build relationships with Implementation, Product, Operations, and Merchant Success teams to improve outcomes.
• Escalate issues promptly to minimize disruption and maintain merchant satisfaction.
• Create paid service request tickets when additional services are needed.
• Participate in stand-up meetings and communicate recurring defects for continuous improvement.
• Maintain product safety, quality, and regulatory compliance throughout handling and distribution.
• Maintain records supporting product traceability and report concerns about product condition.

Conocimientos

English communication

Microsoft Word

Microsoft Excel

Organizational skills

Time management

Attention to detail

Cross-functional collaboration

Problem-solving

Descripción del empleo

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Success Operations Associate based in India.

In this role, you will help ensure seamless fulfillment operations and exceptional service for key business-to-business (B2B) merchants. You will coordinate purchase orders, shipments, retailer compliance requirements, and operational documentation to keep supply chain activities running smoothly. Working closely with Operations, Merchant Success, Product, Implementation, and transportation partners, you will help resolve issues quickly and maintain high service standards. Your attention to detail and ability to manage multiple priorities will support accurate, timely deliveries and positive merchant relationships. This opportunity is ideal for an organized, proactive professional who enjoys cross-functional collaboration and solving operational challenges. The role offers a remote working environment, clear ownership, and opportunities to grow within a fast-paced, performance-driven team.

Accountabilities:

• Create and maintain accurate, up-to-date purchase order trackers for merchants, including order status and retailer-specific information.

• Coordinate outbound shipments by working with fulfillment center operations teams, transportation providers, and brokers to ensure timely purchase order pickups.

• Prepare accurate, compliant bills of lading (BOLs) in accordance with retailer requirements and GS1 standards.

• Generate retailer-specific packing slips, shipping labels, carton labels, and pallet labels when required.

• Schedule dock appointments and coordinate shipment logistics to meet retailer delivery windows.

• Provide the Retail Compliance team with supporting documentation for retailer chargebacks to assist with investigations and disputes.

• Submit accurate shipment notices to retailers and follow established processes to prevent errors and delays.

• Monitor error-reporting tools, investigate operational or system defects, and escal... to the appropriate internal teams.

• Follow standard operating procedures for retailer routing, transportation management systems (TMS), and shipment scheduling requirements.

• Collaborate with on-site B2B leads to ensure purchase orders meet shipment deadlines and operational questions are resolved promptly.

• Build effective working relationships with Implementation, Product, Operations, Supply Chain Innovation, and Merchant Success teams to improve business outcomes.

• Escalate urgent issues in a timely manner, prioritizing merchant satisfaction and minimizing operational disruption.

• Create paid service request tickets when necessary to ensure additional services are appropriately billed.

• Participate in operational stand‑up meetings with high-volume B2B sites, communicate recurring defects, and support continuous improvement initiatives.

• Follow procedures that protect product safety, quality, legality, and integrity throughout handling, storage, and distribution.

• Maintain accurate records to support product traceability, report concerns about product condition, and contribute to a culture of safety and operational excellence.

• Perform additional duties as assigned by the Success Operations Manager.

Requirements:

• At least 1 year of experience in operations, business support, or backend coordination involving multiple departments.

• Strong written and spoken English communication skills, with the confidence to communicate clearly and professionally with merchants and internal stakeholders.

• Working knowledge of Microsoft Word and Microsoft Excel, including the ability to manage spreadsheets accurately and organize operational data.

• Comfort navigating online systems and internet-based tools to manage information, documentation, and shipment workflows.

• Strong organizational skills and the ability to manage multiple tasks, competing priorities, and time-sensitive deadlines.

• Excellent attention to detail when preparing purchase order records, shipment documentation, labels, and compliance‑related information.

• Ability to follow established instructions, standard operating procedures, and retailer‑specific requirements consistently.

• Strong interpersonal skills and the ability to build effective working relationships with customers, transportation partners, and internal teams.

• A proactive approach to problem‑solving, including recognizing errors, investigating issues, and escalating concerns when needed.

• A sense of ownership, accountability, and commitment to accurate work and positive merchant experiences.

• Willingness and ability to work the permanent US‑support shift of 7:30 PM to 4:30 AM IST.

• Adaptability and a willingness to learn in a fast‑paced, collaborative, results‑oriented environment.

Benefits:

• Remote work: Work from home in India, with a work-from-home allowance.

• Medical coverage: Medical, term life, and accidental insurance.

• Leave entitlement: 12 days of casual and sick leave combined.

• Earned leave: 15 days of earned leave.

• Public holidays: 12 public holidays.

• Parental support: Generous maternity and paternity leave.

• Well‑being: A quarterly wellness day to support work‑life balance.

• Learning and growth: Opportunities to take ownership of meaningful operational challenges, develop new skills, and grow professionally.

• Collaborative culture: Work with accessible leaders and cross‑functional teams in an environment that values transparency, mutual respect, accountability, and continuous improvement.

• Modern productivity tools: Access to AI‑powered and productivity tools designed to help employees work more efficiently and identify better ways to solve problems.

• Inclusive workplace: An equal‑opportunity environment that welcomes diverse experiences, backgrounds, and perspectives.