Support Associate

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Support Associate

Location: Remote in India
Role Description:
We are looking for an energetic associate to help us continue to support our Control Tower (CT) team. Our fulfillment centers process thousands of orders a day for thousands of small to medium sized ecommerce merchants. During their day to day operations, they encounter challenges and need assistance on an immediate basis.

• You will support the CT Support Analysts/ Vertical Leads with standard work listed below and outlined by clear SOPs in multiple areas and projects delegated by your direct manager.
• You will have the opportunity to learn about different areas of our operations, verticals and develop professional skills.

What you’ll do:

• Processing/ tracking of control tower support tickets, escalating tickets as needed to ensure timely follow-ups, quality and accurate resolutions.
• Supporting the ops team on standard work outlined in confluence tasks utilizing multiple platforms of communications including Slack for direct and urgent messaging and Jira ticketing system for non-urgent communication.
• Follow-up with our fulfillment centers to ensure outbound packages/ Inbound statuses, B2B statuses are within SLA.
• Follow up and complete supply chain operations tickets daily as laid out in the SCO ticket SOP. This helps support questions from our merchant-facing teams.
• Helping our merchants by solving issues where orders are delayed and purchasing shipping labels/correcting label generation.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 1-3 years’ experience working in a similar role.
• Excellent communication, verbal and written.
• Solid 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 2-11 PM CST.
• Willingness to learn something new everyday.

Reports to:Shift Manager
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
• Referral Bonus Program
• Fun Culture Check us out on Instagram (@lifeatshipbob)

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:
At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us:
ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers.

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry.

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.