Job Description

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

• Grow with an Ownership Mindset : We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote in the se states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI

Role Description:

Do you enjoy leading high-performing support teams focused on delivering a world-class merchant experience? Are you a people-first leader who values development, accountability, and consistency?

ShipBob is seeking a Merchant Care Manager based in the US to head a team that handles direct merchant support through phone calls and escalated channels such as social media, NPS, and executive outreach. This person will also guide the team toward a more proactive support model by identifying trends through data and encouraging cross-functional collaboration to stay ahead of potential issues.

We are looking for a excellent people leader who brings a coaching mindset, guides with empathy, communicates clearly, and fosters an environment of trust and accountability. The Merchant Care Manager will be responsible for setting performance expectations, sparking engagement, building scalable processes, and ensuring team alignment with organizational goals.

Additionally, we are committed to maintaining consistency and fairness across our global support teams. This role will play a critical role in strengthening collaboration and alignment between our US and India-based teams, reinforcing equitable standards and mutual respect. This role reports to the Director, Merchant Care.

What you’ll do:

• 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.

What you’ll bring to the table:

• 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 preferred in Business Management, Communications, Supply Chain, or Operations Management.

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave
• Floating Holidays (2 days/year)
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package >>>
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a base salary range of $74,633- $99,510. The full base pay range for this position in our compensation architecture is $74,633 -$124,388 . In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.

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:

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page ().

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.

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, c ompensation and training.

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