ShipBob, Inc.

Manager, Merchant Care

ShipBob, Inc.

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Salary

💰 $76,841 - $102,455 per year

About the role

  • Oversee and support a Merchant Care team focused on proactive outreach and high-impact escalations, including NPS, social media, and executive-level concerns.
  • Spearhead the evolution and maturation of a proactive support model designed to identify and support at-risk merchants before issues escalate.
  • Set clear expectations, hold firm boundaries, and ensure consistent execution while managing with fairness and respect.
  • Coach, develop, and manage team members through change, ambiguity, and evolving processes.
  • Analyze data, trends, and merchant signals to identify risks, surface insights, and inform decision-making and prioritization.
  • Partner cross-functionally to deliver process improvements, close gaps, and influence changes that improve the merchant experience at scale.
  • Get hands-on when needed, supporting complex cases, unblocking teams, and helping operationalize new workflows and programs.
  • Continuously evaluate and improve escalation workflows to ensure they are scalable, effective, and aligned with business priorities.
  • Foster alignment, shared accountability, and consistency across US and India-based teams.
  • Translate ambiguity into clarity by helping define processes, success metrics, and operating norms for a growing program.
  • Promote a culture of learning, ownership, and continuous improvement within the team.
  • Serve as a subject matter expert on ShipBob’s platform, policies, and escalation processes.
  • Ensure team actions and decisions align with ShipBob’s mission, values, and merchant-first mindset.
  • Perform additional duties as needed.

Requirements

  • A demonstrated track record of people leadership with the ability to coach, develop, and inspire high-performing teams.
  • High emotional intelligence and interpersonal skills with a focus on communication, consistency, and team morale.
  • Ability to manage with empathy while driving accountability and performance.
  • Excellent organizational and time-management skills with an attention to detail and accuracy.
  • Analytical mindset with the ability to leverage data to inform decisions, track KPIs, and identify areas for improvement.
  • A collaborative approach with the ability to work cross-functionally and foster alignment across global teams.
  • Adaptability and resilience in a fast-paced, evolving environment.
  • Comfort navigating ambiguity, asking thoughtful questions, and solving complex problems.
  • Positive attitude and growth mindset — viewing both wins and failures as learning opportunities.
  • Experience with customer service operations and escalation management across multiple channels.
  • Proficiency in technology and tools used in customer support environments (Salesforce experience is a plus).
  • Experience in logistics, fulfillment, or e-commerce preferred.
  • Minimum of 5 years in Contact Center or Customer Service Operations.
  • Minimum of 3 years in a leadership or management role, ideally with both frontline and strategic responsibilities.
  • Bachelor’s Degree is preferred in Business Management, Communications, Supply Chain, or Operations Management.
Benefits
  • Medical, Dental, Vision & Basic Life Insurance
  • Paid Maternity/Parental Leave Program
  • Paid Holidays & Flexible Time Off Program
  • Paid Sick Leave
  • Wellness Days (1 day/quarter)
  • 401K Match
  • Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
  • See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisKPI trackingescalation managementcustomer service operationsprocess improvementrisk identificationworkflow operationalizationperformance managementteam developmentproblem solving
Soft Skills
people leadershipemotional intelligencecommunicationorganizational skillstime managementcollaborationadaptabilityresiliencegrowth mindsetcoaching