Control Tower Associate

About the role

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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, 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.

Benefits

Additional Information

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.

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