Control Tower Associate

IndiaRemotemid

OtherAssociate

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Quick Summary

Key Responsibilities

Standard daily tasks to include the following work with clear SOPs for each task. Process, track, and manage Jira tickets and Salesforce cases, escalating issues as needed to ensure timely follow-up,

Requirements Summary

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high.

Technical Tools

OtherAssociate

As a member of the ShipBob Team, you will...

Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.
Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location: Remote in India

Role Description:

We are looking for an energetic associate to help us continue to support our Merchants as well Ops team. Our fulfillment centers process thousands of orders a day for thousands of small to medium sized ecommerce merchants. This role reports to Senior Manager, Control Tower.

The Associate, Merchant Operations serves as an entry-level support resource within the merchant ops team, focusing on foundational case management and ticket handling across Jira and Salesforce under the guidance of senior team members and leads. This role supports day-to-day merchant and operational communications, assists in managing ticket queues in Jira for operational support, and helps ensure timely responses to merchant inquiries in alignment with established SOPs and SLA expectations. The Associate, Merchant Operations is committed to maintaining a high level of merchant experience in every interaction, works closely with analysts and senior team members to develop their operational knowledge, escalates issues appropriately, and builds the foundational skills necessary to grow within the merchant ops function while contributing to a team environment focused on consistency, accuracy, and a high standard of service delivery.

What You'll Do:

Standard daily tasks to include the following work with clear SOPs for each task.
Process, track, and manage Jira tickets and Salesforce cases, escalating issues as needed to ensure timely follow-up, accurate resolution, a clearly defined path to resolution, and the best possible merchant experience.
Supporting the ops team on standard work outlined in confluence tasks utilizing multiple platforms of communications for direct and urgent messaging and Jira ticketing system for non urgent communication.
Follow-up with our fulfillment centers to ensure outbound packages are handed to carriers on a daily basis.
Follow up and complete supply chain operations tickets on a daily basis as laid out in the SCO ticket SOP. This helps support questions from our merchant-facing teams.
Other Ad-hoc projects delegated by your direct manager

What you’ll bring to the table:

1-3 years’ experience working in a similar role.
Strong Communication, verbal and written.
Strong attention to detail.
Fun to work with. Share your personal interests with the rest of the team
Hard working with a focus on learning, detail oriented, and passionate about helping small businesses compete online.
Proactive work-ethic, and positive attitude.
Flexible hours, with an ideal shift from 6AM-3PM CST, 2-11 PM CST.
Willingness to learn something new everyday.

Perks & Benefits:

Medical, Term & Accidental Insurance
All Purpose Leave (casual & sick time): 12 days
Earned Leave: 15 days
Public Holiday: 12 days
Generous Maternity & Paternity Leave
Quarterly Wellness Day
Work From Home Allowance
See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

#LI-PN1

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.