Merchant Care Associate II

About the role

Merchants rely on ShipBob to keep orders moving, and when issues arise, they need fast, clear support. As a Merchant Care Associate, you will be a core member of the merchant support team and a first point of contact for merchants. You will manage Salesforce cases, communicate through email, chat, and phone, and ensure every inquiry receives a timely response aligned with SOPs and SLAs.

What you'll do

• Respond to merchant emails and chats promptly and accurately, following SOPs and SLAs; make outbound calls when needed to resolve issues faster, provide updates
• Manage Salesforce cases from opening to closure while maintaining clear, accurate, and up-to-date case notes
• Support the Supply Chain Operations team with standard tasks as documented in Confluence, using direct channels for urgent updates and Jira for non-urgent requests
• Collaborate with sites, fulfillment centers, tech, analytics, and other teams to resolve merchant issues on time
• Escalate complex or time-sensitive cases to ensure each case has a clear path to resolution and a strong merchant experience

What you need

• 3–5 yrs of experience
• Salesforce
• SOP writing
• Voice process
• JIRA
• Confluence
• Any graduate