Merchant Success Specialist-Mid Market

As a member of theShip Bob Team , you will...

• Grow with an Ownership Mindset :
  
  We champion continuous learning and innovation.
  
  You'lltake on real problems,create tangible solutions, anddrive results that move the needlefor
  
  ShipBob,our merchants, and for your own professional growth.
  
  Ifyou'reready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike: At Ship Bob ,leaders are accessible;feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed.
  
  We hold each other tohigh standardsbecause we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
• Experience a High-Performance Culture and Clear
  
  Purpose:
  
  We are results-driven andclear about what that means: ourgoals are specific, accountability is shared, and every team member can see how their work connects toour mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Remote India

The Merchant Success Specialist – Mid-Market (MSS-MM) will join Ship Bob'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 Ship Bob'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 Ship Bob 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.

• 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 Ship Bob 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.