Merchant Support Tech/Integration Support
ShipBob
As a member of the ShipBob Team, you will...
- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.
Location: Remote in India
Role Description:
We are seeking a Merchant Support Technical/Integration Support to provide our merchants with the guidance and education needed to become successful with our custom-built ecommerce fulfillment software.
You will be responsible for understanding how our software and integrations work to be able to deliver that same knowledge to our merchants in more layperson’s terms. You will work closely with our Merchant Experience and Product/Engineering teams.
This role reports to Team Lead, Merchant Support Tech/Integration.
What you’ll do:
- Ensure merchant satisfaction with technical support experience.
- Assist our Merchant Success team with merchant’s quarterly business reviews.
- Work closely with our product/tech teams to resolve potential issues.
- Redirecting non-tech support inquiries to appropriate personnel.
- Ensure adherence to our Company’s target service level agreements.
- Guide customers through product upgrades and installations and provide product overviews.
- Serve as the first point of contact for customers seeking technical assistance over. phone, email, chat, and other communication mediums.
- Utilize all available SOPs, tools/ software and resources to ensure an exceptional merchant experience on every interaction. Maintain in-depth knowledge of our software and our product updates.
- Develop and maintain solid relationships with the product/tech team to resolve potential technical issues.
- Regular follow-up on all the cases to ensure complete and timely resolution. Must be very effective in providing customer service by providing resolution to their complicated queries and issues.
- Manage multiple applications and resources including contact management systems and knowledge bases.
- Communicate quickly and effectively to internal and external stakeholders.
- Provide feedback and business insights to leadership and program teams regarding processes and trends impacting the merchant experience.
- Must efficiently set goals and work on to avoid any escalations and maintain the relevancy and quality while providing service to the merchants.
- Facilitates real-time discussions with necessary stakeholders.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- At least 3 years of merchant/customer support experience and experience working in a technical support environment.
- BCA (Bachelor of Computer Application), Engineering or related field.
- MCA (Master of Computer Application), will be an added advantage.
- Excellent communication skills. Fluent in the English language (Versant Level 5).
- Ability to solve problems independently while collaborating with other team members.
- Sound aptitude and interest of the software, with the ability to learn new concepts quickly and independently.
- Strategic problem solving: use of SOPs/ software and all available tools and resources to inform and support critical decisions and creative solutions on behalf of our merchants.
- Ability to prioritize and troubleshoot problems and find speedy resolutions in high-pressure, time sensitive situations.
- A highly motivated self-starter with an eagerness to learn and grow.
- Excellent written and verbal communication skills, including the ability to express yourself with confidence.
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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We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You:
The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.
Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).
About Us:
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, Mexico, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.