What are the responsibilities and job description for the Merchant Success Associate position at Fulfil.IO Inc.?
We’re looking for a Merchant Success Associate who wants to grow fast by doing meaningful work—learning directly from the sharpest operators in modern commerce while taking ownership of real merchant relationships from day one.
This isn’t a “support role”—you’ll be on the front lines helping some of the most exciting brands in commerce get the most out of Fulfil. You’ll start with a smaller book of business and grow into full Merchant Success Manager responsibilities over time. Along the way, you’ll dive deep into merchant operations, solve complex problems, and use AI tools like ChatGPT and Claude to move faster and think smarter.
You’ll apprentice under experienced Merchant Success Managers, but this is a hands-on role. You’ll be responsible for real outcomes—driving adoption, resolving issues, improving merchant health, and helping brands thrive on Fulfil.
Location: Hybrid – Toronto or New York (in-office 3x/week)
Type: Full-Time
Travel: Up to 30% across North America & UK
What you’ll do:
Own and grow a portfolio of merchant accounts, starting with a small book and scaling up quickly
Drive product adoption and help merchants get the most value out of Fulfil
Collaborate with merchants on key projects—from new module adoption to seasonal planning to executive reviews
Triage escalations, prioritize support tickets, and follow through to resolution
Write internal and customer-facing documentation to scale knowledge and reduce friction
Identify and drive commercial upsell opportunities
Partner closely with Implementation, Support, and Product teams to make sure merchants feel supported and successful
Travel to merchant sites as needed to build deep context, trust, and long-term success
We’re Looking for Someone With:
1–2 years of professional experience—you’re early in your career but hungry to grow fast and take on real responsibility
A proactive, resourceful mindset—you don’t wait to be told what to do and always follow through
A love for solving complex problems and a drive to improve things—for both the team and the customer
A strong sense of ownership—you thrive in high-bar, fast-learning environments
Resilience and adaptability—you stay calm under pressure and embrace change
Comfort with modern tools—ChatGPT, Claude, internal LLMs, Salesforce—you use them to move faster and smarter
A desire to work with ambitious customers and become a trusted partner in their growth
Nice to Haves:
Took courses in supply chain, accounting, finance, or operations
Have used Shopify, Amazon Seller Central, or marketplaces
Have worked with eCommerce merchants or understand DTC brands
Have played with automation or AI tools on your own (we’d love to hear how)
About Us:
Fulfil helps high-growth, high-volume merchants simplify operations and scale for growth. With the rise in omnichannel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials, and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil is a trusted solution for brands like HexClad, Mejuri, Ridge, and many more.
Fulfil is a technology company with offices in Toronto, Miami and Bangalore. The team is made up of people who want to feel challenged at work, be the best at their craft, and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!
