Remote Merchant Support Specialist – E‑commerce SaaS

Fresh Prints LLC; Philippines; Remote; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Flexible vacation and PTO

Job summary

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

You will become a product expert, manage 20–30 open conversations at a time, collaborate with internal teams on escalated issues, and contribute to internal knowledge sharing.

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.
• Experience in e-commerce, SaaS, or analytics is a plus.

Responsibilities

• Respond promptly to customer inquiries to deliver best-in-class support.
• Troubleshoot technical issues, identify root causes, and offer solutions.
• Become a product expert to answer questions quickly and accurately.
• Manage 20–30 open conversations at a time and follow up on tickets.
• 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

Multitasking

E-commerce

Analytics

Problem solving

Weekend support

Education

Bachelor's degree or equivalent

Tools

Tableau

Looker

SQL

BI platforms

Job description

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

You will become a product expert, manage 20–30 open conversations at a time, collaborate with internal teams on escalated issues, and contribute to internal knowledge sharing.