Merchant Success Specialist-Mid Market

Accountabilities:: Merchant Portfolio Management: Manage a portfolio of approximately 8–12 mid-market merchants in partnership with a Merchant Success Manager and Merchant Success Associates. Understand each merchant's operational needs, service expectations, priorities, and business objectives. Day-to-Day Merchant Support: Serve as a primary point of contact for routine operational requests, providing timely, accurate, and dependable assistance to help merchants maintain smooth fulfillment operations. Operational Issue Resolution: Resolve standard merchant issues involving orders, warehouse receiving orders (WROs), inventory inquiries, returns, kitting, and routine operational exceptions within established service-level agreements (SLAs). Request Triage and Escalation: Assess incoming requests, resolve standard issues independently, and escalate strategic, complex, or high-risk matters to the Merchant Success Manager with clear documentation and recommended next steps. Merchant Success Planning: Execute operational action plans established with the Merchant Success Manager, taking ownership of assigned deliverables and ensuring consistent follow-through on merchant priorities. Product Adoption and Guidance: Help merchants understand and use relevant platform features and fulfillment services effectively through proactive guidance, operational support, and ongoing communication. Customer Health and Retention: Monitor merchant engagement, operational performance, and customer health indicators to identify potential dissatisfaction or churn risks. Flag concerns early and collaborate with the account team to implement corrective actions. Cross-Functional Collaboration: Work closely with Merchant Operations, Support, B2B/EDI teams, and fulfillment center personnel to investigate issues, remove operational blockers, and drive timely resolutions. Relationship Management: Build strong merchant relationships through responsive, professional communication via phone and email. Maintain regular contact to understand changing needs and ensure a positive business impact. Documentation and Process Improvement: Maintain accurate records of merchant interactions, operational activities, and issue resolution in internal systems. Keep documentation current and contribute to standard operating procedures (SOPs) and efficient team workflows. Performance and Retention Metrics: Contribute to key performance indicators, including merchant retention, churn reduction, documentation quality, and adherence to established operational processes. Additional Responsibilities: Support other merchant success and operational activities as required to maintain service quality and achieve team objectives. Requirements: Professional Experience: 4–7 years of experience in Customer Success, Account Management, Operations, Merchant Services, or a related customer-facing role, ideally within technology, SaaS, e-commerce, logistics, or fulfillment. Customer and Merchant Support: Demonstrated experience working directly with customers or merchants to resolve operational issues, coordinate internal resources, and ensure timely, effective outcomes. Operational Problem-Solving: Strong analytical and troubleshooting skills, with the ability to assess requests, prioritize issues, identify root causes, and follow problems through to resolution. Organizational Skills: Excellent time management and organizational abilities, with the capacity to manage a high volume of concurrent requests while maintaining accuracy and attention to detail. Communication Skills: Excellent written and verbal English communication skills, including the confidence to engage professionally with customers, explain operational issues clearly, and provide proactive updates. Cross-Functional Collaboration: Experience working with multiple departments to resolve customer issues, coordinate operational activities, and deliver consistent service outcomes. Customer-Centric Mindset: A strong commitment to customer satisfaction, relationship building, service reliability, and long-term merchant retention. Ownership and Accountability: A proactive approach to responsibilities, with the ability to work independently, manage competing priorities, and maintain consistent follow-through. Technical and Analytical Skills: Proficiency in Microsoft Excel and PowerPoint, with the ability to organize information, analyze operational data, and prepare clear reports or presentations. Process Documentation: Ability to maintain accurate records, follow established procedures, and contribute to documentation and workflow improvements. Industry Knowledge: Experience in logistics, third-party logistics (3PL), supply chain management, e-commerce fulfillment, or related operational environments is highly relevant. Adaptability: Comfortable working in a fast-paced, high-performance environment where priorities can evolve and timely execution is essential. Work Schedule: Willingness to work remotely from India while maintaining the required U.S. Central Time (CT) working schedule on an ongoing basis. Benefits: Comprehensive Insurance Coverage: Medical, term life, and accidental insurance. Casual and Sick Leave: 12 days of all-purpose leave for personal needs, illness, and other eligible absences. Earned Leave: 15 days of earned annual leave. Public Holidays: 12 public holidays. Parental Leave: Generous maternity and paternity leave provisions. Wellness Support: A quarterly wellness day to encourage employee well-being and time to recharge. Remote Work Assistance: Work-from-home allowance to help support your remote working setup. AI and Productivity Tools: Access to AI-powered and productivity tools to help streamline workflows, improve efficiency, and support professional performance. Professional Development: Opportunities to build expertise in merchant success, e-commerce fulfillment, logistics operations, and cross-functional problem-solving. Collaborative Work Culture: Join a high-performance environment that values ownership, continuous learning, transparency, accountability, and teamwork. Meaningful Impact: Help merchants improve fulfillment operations, deliver better shopper experiences, and achieve sustainable business growth. Remote Work: Work remotely from India while collaborating with distributed teams across operational functions.