Merchant Care Support Agent, ShipBob
$29-48.3k
+ Performance Bonus
More information about location
Tech-enabled third-party logistics
Job no longer available
Tech-enabled third-party logistics
501-1000 employees
Job no longer available
$29-48.3k
+ Performance Bonus
More information about location
501-1000 employees
Company mission
To provide simple, fast and affordable fulfillment for thousands of brands with an international fulfillment network across the world.
Role
Who you are
- 1+ years of experience in a fast-paced merchant or customer support role with a passion for merchant care and a proven track record of success
- Established ability to communicate customer empathy and articulate merchant concerns and clear solutions
- Excellent written and verbal communication skills, including the ability to express yourself with confidence
- Ability to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of our merchants
- Strategic problem-solving use of SOPs and all available tools and resources to inform and support critical outcomes 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-started with an eagerness to learn and grow
What the job involves
- We are hiring a Merchant Care Support Agent who is responsible for answering questions and resolving issues for our merchants primarily through phone, email and chat support
- You will be at the forefront of our merchant experience, ensuring that any concerns our merchants have are researched thoroughly and resolved quickly with empathy, professionalism, and care
- You will be viewed by our merchants as a trusted partner from whom they can get quick and correct access to information
- Utilize all available SOPs, tools, and resources to ensure an exceptional merchant experience on every interaction
- Manage different workflows, including case/task management via inbound phone and outbound callbacks and follow-ups, with some support in email and chat as well
- Research, document, and communicate the above issues effectively and accurately
- Develop and maintain strong relationships with Merchants and Partners
- Be consistent with follow up and follow through for all cases to ensure complete and timely resolution
- Creatively solve merchant issues that arise that may be outside standard SOPs to deliver a successful merchant outcome
- Triage and escalate urgent issues in order to push them to resolution
- Manage multiple applications and resources including contact management systems and knowledge bases
- Communicate quickly and effectively to internal and external stakeholders
- Provide feedback to leadership and program teams regarding processes and trends impacting the merchant experience
- Additional duties and responsibilities as necessary
- Reports to: Team Leader, Merchant Care
- Shift: 10 am - 6 pm CST
Our take
Global logistics company ShipBob fulfills orders and runs two-day shipping and logistics for thousands of direct-to-consumer eCommerce brands in the US. It was created to provide optimized fulfillment for merchants to free up their time to focus on growing their businesses and providing exceptional customer service.
From the start, ShipBob has concentrated on creating a tight product-market fit, and has expanded from there to develop into a franchise model that has helped manage processes at larger scale. This kind of astute and adaptive strategy no doubt contributed to the company landing substantial investment, and enabled it to capitalize on the general lift eCommerce companies received over the pandemic.
With this strong but slow-burn growth, the company can more easily leverage benefits they offer over competitors like Amazon’s FBA service - namely fewer inventory restrictions, lower fees, and packaging without Amazon branding. As the eCommerce boom settles, the company's pace has slowed down, but the general uptick in eCommerce that has continued post-pandemic should see it to future success nonetheless.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$200m
SERIES E
Sep 2020
$68m
SERIES D
Total funding: $334.6m
Company benefits
- Remote-first company with a hybrid, flexible work environment
- Up to 12 weeks of paid leave and 2 weeks of unpaid leave to new parents
- Flexible PTO, Quarterly Wellness Days, and Paid Sick Leave
- Medical, dental, and vision insurance for employees and their dependents
- Short-term and long-term disability, and access to mental health resources
- Referral bonus program
- 401(k) with a company match, and RSUs - vesting starts on the grant date, and no purchase is required
- Pet insurance through Nationwide
Company values
- Mission driven - We work together with a common goal in mind
- Humble - We work hard in silence and allow success to do the talking
- Creative problem solvers - We see only opportunities, never impossibilities
- Resilient - After the hardest climb comes the best views
- Safety-minded - It’s not just talk; it’s the way you work
Company HQ
West Loop, Chicago, IL
Articles
Leadership
Dhruv Saxena
(CEO)After completing a Masters in Electrical Engineering from Purdue University, Dhruv became a Research Assistant working in writing code in Matlab, C and C++. Before co-founding ShipBob, they were an Engineer at Lincoln Electric and Software Developer at InContext Solutions.
Divey Gulati
(COO)After completing a degree in Computer Engineering and an MBA from the University of Illinois, Divey was a Team Leader for the Bank of America, a Consultant for Deloitte and was a Co-Student Director for the Global Consulting Program.
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