Job Title: Control Tower Support Associate (Remote – India)
Company: ShipBob
Location: Remote (India)
Department: Operations
Reports to: Shift Manager
About ShipBob
ShipBob is a global supply chain and fulfillment technology platform catering to small and mid-market eCommerce merchants. We provide best-in-class fulfillment solutions, proprietary warehouse management systems, and a robust network of fulfillment centers in the United States, Canada, Mexico, United Kingdom, Europe, and Australia. Our goal is to enhance the shopper experience while enabling businesses to scale efficiently.
ShipBob is backed by leading investors such as Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2. As one of the fastest-growing tech companies headquartered in Chicago, we pride ourselves on our high-performance culture and innovative solutions.
About the Role
As a Control Tower Support Associate, you will play a key role in ensuring smooth fulfillment center operations by supporting the Control Tower (CT) team. Our fulfillment centers handle thousands of orders daily, and your primary responsibility will be to assist in resolving operational challenges quickly and efficiently. This role will provide you with an opportunity to develop professional skills, gain insights into supply chain operations, and contribute to the success of eCommerce merchants globally.
Key Responsibilities for Control Tower Support Associate
- Ticket Management: Process, track, and escalate control tower support tickets to ensure timely resolution.
- Communication & Coordination: Engage with fulfillment centers through Slack, Jira, and other communication platforms to address urgent issues.
- Supply Chain Monitoring: Follow up on outbound packages, inbound shipments, and B2B order statuses to ensure compliance with SLAs.
- Operational Support: Assist in resolving merchant inquiries regarding delayed orders, label generation, and shipping corrections.
- Standard Work Execution: Support the operations team by following detailed SOPs and executing assigned Confluence tasks.
- Collaboration: Work closely with CT Support Analysts, Vertical Leads, and merchant-facing teams to address supply chain operations tickets.
- Additional Duties: Perform other operational tasks as assigned by the shift manager.
What We’re Looking For as Control Tower Support Associate
- Experience: 1-3 years of experience in a similar role.
- Communication Skills: Excellent verbal and written communication skills.
- Attention to Detail: Ability to handle complex tasks with a keen eye for accuracy.
- Work Ethic: Proactive, hardworking, and committed to learning.
- Problem-Solving: Ability to identify issues, think critically, and find solutions quickly.
- Team Player: Enthusiastic, supportive, and open to collaboration.
- Flexibility: Willing to work 2-11 PM CST shift and adapt to business needs.
- Tech-Savvy: Comfortable using Jira, Slack, Confluence, and other operational tools.
Perks & Benefits
- Health & Insurance: Medical, Term & Accidental Insurance.
- Leave Benefits: 12 days of all-purpose leave (casual & sick), 15 earned leave days, and 12 public holidays.
- Parental Leave: Generous maternity and paternity leave.
- Wellness Initiatives: Quarterly wellness days.
- Work From Home Support: Allowance for home office setup.
- Culture & Growth: Opportunities for career advancement, learning, and collaboration in a high-performance environment.
Our Culture
At ShipBob, we value ownership, collaboration, and high performance. Our team members are encouraged to take initiative, solve problems creatively, and contribute to the company’s growth. Transparency, accountability, and continuous learning are fundamental to our success.
Learn more about ShipBob’s culture: ShipBob Careers
Interview Questions and Sample Answers for Control Tower Support Associate
1. Can you describe your experience in managing support tickets and resolving operational issues?
Answer: In my previous role, I managed support tickets using Jira, ensuring timely resolution and escalation when needed. I coordinated with different teams to address fulfillment delays and supply chain bottlenecks. My experience in troubleshooting and proactive communication helped in streamlining operations effectively.
2. How do you prioritize multiple tasks under tight deadlines?
Answer: I use a structured approach by categorizing tasks based on urgency and impact. I prioritize customer-facing and time-sensitive issues first while planning secondary tasks accordingly. Utilizing productivity tools like Jira and Slack also helps me stay organized.
3. How would you handle a situation where a fulfillment center is not responding to an urgent request?
Answer: I would escalate the issue through the appropriate channels, such as direct messaging on Slack, notifying the shift manager, and opening a high-priority ticket in Jira. If necessary, I would involve senior team members to ensure a resolution.
4. What do you understand about SLAs, and why are they important in this role?
Answer: SLAs (Service Level Agreements) define the expected turnaround time for various operational tasks. They are crucial in ensuring timely fulfillment, maintaining merchant trust, and preventing operational bottlenecks. Adhering to SLAs helps maintain service quality and efficiency.
5. How would you troubleshoot an order delay reported by a merchant?
Answer: I would first check the order status in our system, verify tracking details, and identify the cause of the delay. If it’s a warehouse-related issue, I would contact the fulfillment center. If it’s a carrier issue, I would coordinate with the shipping provider and update the merchant accordingly.
6. Tell us about a time when you had to solve a complex operational problem.
Answer: In my previous role, an unexpected warehouse backlog caused shipment delays. I collaborated with warehouse managers to reprioritize high-impact orders, communicated updates to stakeholders, and adjusted workflows to prevent further delays.
7. What strategies do you use to ensure clear and effective communication with remote teams?
Answer: I ensure clarity by using structured updates, summarizing key points in emails and Slack messages, and confirming understanding with follow-ups. I also leverage video calls and shared documentation to align teams.
8. Why do you want to work at ShipBob?
Answer: ShipBob’s mission of empowering small businesses aligns with my passion for logistics and eCommerce. I am excited about the company’s culture of ownership and collaboration, and I look forward to contributing to its high-performance team.
9. How do you stay updated on industry trends in supply chain and logistics?
Answer: I follow industry publications like Supply Chain Dive, attend webinars, and participate in online forums. I also learn from my peers and continuously seek opportunities for professional development.
10. How do you handle high-pressure situations, especially when multiple stakeholders are involved?
Answer: I stay calm and prioritize problem-solving. I assess the situation, gather relevant data, and communicate transparently with stakeholders. My focus is on finding efficient solutions while maintaining professionalism and teamwork.
Conclusion
The Control Tower Support Associate role at ShipBob offers an exciting opportunity to work in a dynamic, high-growth environment. If you are proactive, detail-oriented, and passionate about supply chain operations, we encourage you to apply and be part of ShipBob’s success story.
