Merchant Success Specialist-Mid Market

The role

The Merchant Success Specialist – Mid-Market will support the operational needs of mid-market merchants. You will manage a portfolio of approximately 8-12 merchants as part of an account team to ensure smooth fulfillment operations.

What you will do

• Serve as a first point of contact for merchant operational requests and issues.
• Manage a portfolio of approximately 8-12 mid-market merchants.
• Ensure merchant fulfillment operations run smoothly.
• Build relationships through responsive communication via phone and email.
• Execute operational deliverables defined in action plans.
• Drive merchant use of key ShipBob features.
• Resolve routine operational requests including order issues, inventory queries, returns, and kitting.
• Triage incoming requests and escalate complex matters to the Merchant Success Manager.
• Monitor merchant health signals and flag risks or churn indicators.
• Coordinate cross-functionally with Merchant Operations, Support, B2B/EDI, and fulfillment center teams.

Required qualifications

• Excellent written and verbal English communication skills.
• Between 4-7 years of experience in customer success, account management, operations, or merchant services.
• Strong organizational skills.
• Ability to manage a high volume of concurrent requests.
• Proactive, ownership-driven approach to resolving problems.
• Ability to communicate effectively through oral, written and in-person mediums.
• Experience collaborating cross-departmentally.
• PowerPoint skills.
• Excel skills.

Nice to have

• Experience in the technology/SaaS, e-commerce, or logistics industry.

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
• Access to best-in-class AI and productivity tools from Day 1

About the company

ShipBob is a global supply chain and fulfillment technology platform for SMB and Mid-Market ecommerce merchants. It is a fast-growing tech company headquartered in Chicago.