Be the go-to Merchant Care contact at the fulfillment center: resolve issues that need a pair of eyes on the floor (missing items, inventory discrepancies, packaging questions, returns edge-cases). - Own the support tickets (Zendesk) routed directly to the fulfillment center queue — investigate, action, and resolve. - Partner daily with the logistics partner Team and our Spec Ops — join their stand-ups, build trust, unblock. - Spot inefficiencies and proactively improve Merchant Care processes as we scale the on-site model. - Act as the voice of the merchant in cross-functional discussions with Product, Operations and Tech. - Bring data into every decision — Metabase, Notion, Asana, Zendesk and Claude are your daily tools. - Start focused on Inventory / inbound, and broaden to Freight, B2B and Outbound after the first few months — becoming the on-site go-to for multiple Merchant Care topics at your fulfillment center.