Remote Merchant Support Specialist – E‑commerce SaaS

Embedded Shishya; Philippines; Remote; PHP 1,131,000 - 1,759,000; Full time

Benefits offered by this job

Competitive salary

Equity packages

Flexible vacation

PTO

Job summary

Intelligems is seeking a Merchant Support Specialist to help ecommerce clients understand, use, 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.

Ideal candidates have proven customer support experience, excellent communication, love helping people, and can juggle priorities across multiple conversations while growing with a fast-moving

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 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

Multitasking

Time management

E-commerce experience

BI tools familiarity

Weekend support

Tools

Tableau

Looker

SQL

BI platforms

Job description

Intelligems is seeking a Merchant Support Specialist to help ecommerce clients understand, use, 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.

Ideal candidates have proven customer support experience, excellent communication, love helping people, and can juggle priorities across multiple conversations while growing with a fast-moving