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Resolution Specialist



Customer Service
India · Remote
Posted on Wednesday, April 24, 2024

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: Resolution Specialist – Merchant Care

Shift: Night Shifts (7:30 PM IST – 4:30 AM IST)

Role Description:

As a Resolution Specialist in our Merchant Care team, you will play a vital role in ensuring merchant satisfaction by addressing complex issues and providing effective solutions.

This role will go beyond the basic support provided by merchant care specialists, resolving complex problems, complaints, or disputes efficiently. Key responsibilities include investigating merchant concerns, analyzing root causes, coordinating with other departments for resolution, and ensuring timely follow-up to ensure merchant needs are met. The Resolution Specialist also plays a role in identifying recurring issues and recommending process improvements suggestions, insights to prevent future problems.

What you’ll do:

  • Ensure merchant satisfaction by providing end-to-end support to our merchants.
  • Use solid problem-solving skills and in-depth product knowledge to address customer issues and find suitable solutions.
  • Act as a mentor and resource for merchant care specialists (if needed), providing guidance and support to assist them in effectively managing challenging situations.
  • Redirect non-tech support inquiries to appropriate personnel.
  • Ensure adherence to our Company’s target (OKRs) & Service Level Agreements.
  • Contribute to ongoing improvement initiatives by offering feedback on processes, insights, procedures, and systems to improve service delivery & merchant experience.
  • Collaborate closely with Sr. MCSs and the team leaders to identify and address ongoing challenges in day-to-day work management, proposing effective solutions to enhance productivity and efficiency.
  • Provide backup support or coverage for Merchant care specialists during peak periods or staff shortages (weekend working) to ensure continuous and uninterrupted merchant service delivery.
  • Develop and maintain relationships with the product/tech team to swiftly resolve potential issues and ensure seamless merchant support.
  • Follow up regularly on all cases to ensure complete and timely resolution, demonstrating effectiveness in providing merchant service by addressing complex queries and issues with expertise and efficiency.
  • Offer feedback and business insights to leadership and program teams regarding processes and trends that affect the merchant experience, contributing to ongoing improvements and optimizations.
  • Efficiently set goals and avoid escalations, maintaining relevancy and quality while providing service to the Merchants.
  • Additional duties and responsibilities as necessary.

What you’ll bring to the table:

  • At least 5-8 years of merchant/ customer support experience and experience working in a support environment.
  • Someone who can work CST hours, communicate clearly & succinctly with US based merchants.
  • Ability to deliver a robust merchant experience with a motivated mindset and innovative problem-solving abilities.
  • Proficiency in handling various communication channels.
  • Exceptional problem-solving abilities to address complex merchant issues and provide timely resolutions.
  • Ability to work collaboratively in a team environment and contribute to a positive and supportive work culture.
  • Candidates with international domain (managing international support) experience will be preferred.

Reports to: Team Leader- Merchant Care

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
  • Referral Bonus Program
  • Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

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 thousands of 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 a best in class experience to their customers.

As one of the fastest growing tech companies in Chicago backed by 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 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.