E-Commerce and Order Management Specialist, Shopify
Twoconnect
Cloud
Manager, Merchant Care
ShipBob, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States • Alabama, Arizona, California, Colorado, Florida, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana
Visit company websiteSalary
💰 $74,633 - $124,388 per year
Job Level
Mid-LevelSenior
About the role
- Oversee and support the Merchant Care team to ensure operational efficiency and continuous improvement
- Champion a positive and inclusive team culture built on accountability, collaboration, and development
- Partner with leadership to shift the team toward a more proactive support model by using data and trend analysis to identify emerging issues
- Manage merchant-facing interactions including phone support and escalated inquiries through social media, NPS responses, and executive channels
- Set and manage clear performance goals and development plans for team members
- Analyze contact reasons and trends to recommend process improvements that benefit both merchants and internal operations
- Help scale and evolve our escalation support structure to meet growing volume and complexity while maintaining high service standards
- Foster consistency and shared accountability across US and India-based teams
- Become a subject matter expert on ShipBob’s fulfillment platform, policies, and procedures
- Promote alignment with ShipBob’s mission and values across all touchpoints
- Collaborate cross-functionally to enhance the overall merchant experience
- Perform additional duties as needed
- This role reports to the Director, Merchant Care
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
- 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
- Bachelor’s Degree preferred in Business Management, Communications, Supply Chain, or Operations Management
