Merchant Support Specialist (Shopify)

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

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier.

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client.If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application!

About Intelligems

There are millions of e-commerce businesses around the world, and the industry is growing every year. Yet achieving profitability has never been harder. Most brands make guesses when it comes to pricing, discounts, shipping fees, and content — leaving 6–10% of potential profit on the table.

Intelligems is a profit optimization platform that helps these businesses succeed. We provide merchants with A/B testing and personalization tools that help them run experiments, understand their data, and price dynamically — tools that were previously only available to companies like Amazon and Uber.

We're currently working with 500+ brands and have processed over $4B of data. Backed by Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi, Intelligems has raised over $4M in funding. Our team is high-performing, low-ego, and extremely collaborative — and we’re excited to scale with top talent.

The Role: Merchant Support Specialist

We’re looking for a Merchant Support Specialist to help our e-commerce clients understand, utilize, and troubleshoot our testing platform. You'll report to the Support & Implementation Manager and communicate with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding customer experience.

Key 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.)

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

Culture & Values

At Intelligems, we’re customer-first and product-oriented — and our success is driven by the caliber of people we bring on board. We live by these values:

Put customers first

Be honest and transparent. Always act in the customer’s best interest.

Be helpful

Support teammates, customers, and partners with generosity and kindness.

Strive for excellence

Commit to being world-class at what you do.

Build and develop a diverse, world-class team

Hire the best, and invest in feedback and growth.

Have a perspective

Speak up when you disagree. Everyone is responsible for making us better.

What’s Offered

Competitive salary and equity packages

Flexible vacation and PTO