Merchant Support Specialist - E-commerce SaaS

Fresh Prints LLC; Manila; Remote; PHP 2,513,000 - 3,769,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Flexible vacation and PTO

Job summary

Intelligems, a profit optimization platform for e-commerce, is seeking a Merchant Support Specialist to help our clients understand, utilize, and troubleshoot our testing platform. You'll report to the Support & Implementation Manager and communicate daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

Join a high-performing, collaborative team as we scale. This remote role includes weekend support expectations and opportunities to contribute to

Qualifications

• Proven experience in customer/merchant support or a related role.
• Excellent communication and problem-solving skills.
• You love helping people and can think on your feet.
• Comfortable wearing many hats and juggling priorities.
• Ability to multitask, stay organized, and manage time effectively.
• Experience in e-commerce, SaaS, or analytics is a plus.
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus.
• Comfortable with providing weekend support.

Responsibilities

• Deliver a best-in-class customer experience by responding promptly to customer inquiries
• Troubleshoot technical issues, identify root causes, and offer solutions or elevate when needed
• Become a product expert so you can answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing (documentation, training, etc.)

Skills

Customer support

Communication

Problem-solving

Time management

Multitasking

E-commerce knowledge

Tools

Tableau

Looker

SQL

BI platforms

Job description

Intelligems, a profit optimization platform for e-commerce, is seeking a Merchant Support Specialist to help our clients understand, utilize, and troubleshoot our testing platform. You'll report to the Support & Implementation Manager and communicate daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

Join a high-performing, collaborative team as we scale. This remote role includes weekend support expectations and opportunities to contribute to