Merchant Success Specialist-Mid Market

Location: Remote India 

Role Description:

The Merchant Success Specialist – Mid-Market (MSS-MM) will join ShipBob's growing Merchant Success team, responsible for supporting the operational needs of our mid-market merchants and helping facilitate their day-to-day success. The MSS-MM will manage a portfolio of ShipBob's mid-market merchants as part of an account team alongside a Merchant Success Manager and Merchant Success Associates. This role will report to the Senior Manager, Merchant Success. This role will build and maintain strong partnerships by working in concert with our merchants and account team to do the following:

• Be a reliable operational partner to the merchant
• Enable merchant success by ensuring their fulfillment operations run smoothly
• Serve as a first point of contact for merchant operational requests and issues
• Work with merchants and cross-collaboratively with the ShipBob team to deliver against service expectations
• Build solid relationships through responsive, proactive communication via phone and email to ensure a positive business impact
• Own the day-to-day operational outcomes of the partnership with the merchant and your account team, escalating strategic and high-complexity matters to the Merchant Success Manager
• Collaborate with your account team to execute efficient workflows and feedback loops tailored to your team's portfolio of accounts.

What you'll do:

• Understand merchant operational needs and service expectations.
• Continually re-evaluate the day-to-day needs and priorities of merchants in your portfolio.
• Facilitate merchant success through timely, reliable operational support.
• Execute against an action plan defined with your Merchant Success Manager, owning the operational deliverables.
• Drive merchant use of key ShipBob features through day-to-day support and guidance.
• Resolve routine operational requests — order issues, WRO and inventory queries, returns, kitting, and standard exceptions — within established SLAs.
• Triage incoming merchant requests, handling standard items directly and escalating strategic, complex, or high-risk matters to the Merchant Success Manager.
• Actively monitor merchant health signals and flag risks or churn indicators to the Merchant Success Manager early to course-correct.
• Manage a book of approximately 8-12 mid-market merchants in tandem with a Merchant Success Manager. Size of books will vary based on merchant size, growth and complexity.
• Coordinate cross-functionally with Merchant Operations, Support, B2B/EDI, and fulfillment center teams to unblock merchant issues and drive them to resolution.
• Maintain accurate records of merchant activity and ensure work is logged and visible in our systems of record.

Key Performance Indicators (KPIs):

• Logo Retention: Based on the percentage of merchants retained in a quarter within the book of business that the MSS-MM supports.
• SOP & Documentation Hygiene: Maintain clear, up-to-date documentation of recurring work and contribute to standard operating procedures for the team.
• Churn: Contribute to ShipBob's company growth through high merchant retention.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Between 4-7 years of experience in customer success, account management, operations, or merchant services, ideally in the technology/SaaS, e-commerce, or logistics industry.
• Strong organizational skills and the ability to manage a high volume of concurrent requests without dropping details.
• A proactive, ownership-driven approach to resolving problems and following through to resolution.
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
• Experience collaborating cross-departmentally to deliver solutions for merchants.
• PowerPoint and Excel skills. 

Perks & Benefits: 

• Medical, Term & Accidental Insurance
• All Purpose Leave (casual & sick time): 12 days
• Earned Leave: 15 days
• Public Holiday: 12 days
• Generous Maternity & Paternity Leave
• Quarterly Wellness Day
• Work From Home Allowance
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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