Merchant Care Associate

About Boxy:

Boxy is not just another logistics company; we're a dynamic "send" solution poised to revolutionize e-commerce for small and medium-sized merchants, starting in Iraq. We provide a cost-effective, reliable, and user-friendly platform designed to enhance operational efficiency and customer satisfaction. Our cutting-edge technology aggregates multiple couriers, streamlines operations, and empowers businesses to thrive. We're a fast-growing tech startup, and we're looking for passionate, smart individuals to join our journey to becoming the go-to solution in the region.

About the role:

• As a Merchant Care Associate, youll be the bridge between Boxy and our merchants ensuring they have a smooth, fast, and reliable experience every day. Youll handle merchant requests through Zendesk, coordinate with internal teams to resolve issues, and provide exceptional support that strengthens merchant trust and loyalty.

• Key Responsibilities

• Manage and respond to merchant inquiries and tickets via Zendesk in a timely and professional manner.

• Troubleshoot order, payment, or delivery issues by coordinating with operations, finance, and product teams.

• Ensure accurate tracking, categorization, and follow-up on all tickets until resolved.

• Escalate recurring or critical issues to the Merchant Care Lead and recommend process improvements.

• Support new merchant onboarding by explaining procedures and ensuring a smooth handover to the operations team.

• Contribute to maintaining service-level agreements (SLAs) for response and resolution times.

• Generate simple weekly reports from Zendesk to identify top issues and performance trends.

• Collaborate with the team to improve the merchant experience and suggest automation or workflow enhancements.

Qualifications & Skills:

• 1-2 years of experience in a customer success, account management, or sales role, preferably in the e-commerce or logistics industry.

• Bachelor's degree in business, marketing, or a related field.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Proficiency in Google Suite.

• Experience with CRM software is a plus.

What Boxy Offers:

• A chance to be part of a pioneering tech startup in Iraq with significant growth potential.

• The opportunity to build your career and make a real impact in a rapidly expanding company.

• A professional, smart, and (we like to think) fun work environment where your ideas are valued.

• Exposure to the exciting intersection of logistics, e-commerce, and technology.