Merchant Care Support Agent

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story.  Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection.  At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency.  We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title:   Merchant Care Support Agent

Location: Remote in these states: AZ, CA, CO, FL, GA, KS, KY, ID, IL, IN, MA, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, SD, TN, TX, VA, VT, WA, WI

Role Description:

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. 

What you’ll do:

• 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.

What you’ll bring to the table:

• 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.

Classification: Merchant Care Manager

Reports to:  Nonexempt

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Quarterly Wellness Day
• 401K Match 
• Competitive Salary, Performance Bonus & Equity
• Variety of voluntary benefits, such as, short term disability
• Referral Bonus Program
• Fun Culture >>>Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The expected base pay range for this position is $** 28,423 **** - $ 47,372 .**

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:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven.   We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us: 

ShipBob is a cloud-based logistics platform that partners with over 7,000+ e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service. 

As one of the fastest growing tech companies in Chicago with over $300M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. 

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.