This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Merchant Success Specialist – Mid Market based in India.
We are seeking a proactive and customer-focused Merchant Success Specialist to support mid-market e-commerce merchants and ensure their fulfillment operations run smoothly. In this remote role, you will manage a portfolio of approximately 8–12 merchants, working alongside dedicated account managers and support teams to deliver reliable operational support. You will serve as a key point of contact for day-to-day requests, resolving issues efficiently while helping merchants get the most value from fulfillment services and technology. Through proactive communication, data-driven monitoring, and cross-functional collaboration, you will identify potential risks, protect customer retention, and strengthen long-term partnerships. You will also contribute to improving internal workflows, documentation, and service delivery standards in a fast-paced, performance-oriented environment. This opportunity is ideal for an organized professional who enjoys solving operational challenges, taking ownership, and making a measurable impact on customer success.
- 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.
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