Merchant Care Associate II
Core
First point of contact for ecommerce merchants, managing support cases via email, chat, and phone to ensure timely resolution of fulfillment issues.
Role type
Senior IC customer support associate (merchant care)
Builds
High-quality, consistent service experience for small and mid-sized ecommerce merchants
Domain
Ecommerce fulfillment and supply chain operations
Deliverable
client delivery
Required skills
Salesforce case management, multi-channel communication (email, chat, phone), SOP adherence, SLA management, escalation handling, Jira usage, Confluence documentation
Preferred skills
Prior night-shift experience, KPI-driven performance track record, experience with small business support
Technologies
Salesforce, Jira, Confluence
Responsibilities
Respond to merchant inquiries promptly and accurately; manage end-to-end Salesforce cases; support Supply Chain Operations with standard tasks; collaborate with fulfillment centers and tech teams; escalate complex cases; complete ad hoc projects
Seniority
Mid-level, hands-on IC
