Remote Merchant Support Specialist for E-commerce SaaS

Fresh Prints LLC; Manila; Remote; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Flexible vacation and PTO

Job summary

Frontier, a remote-first company, is seeking a Merchant Support Specialist to assist e-commerce clients in understanding, using, and troubleshooting our testing platform. You will report to the Support & Implementation Manager and interact with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding experience.

Responsibilities include handling 20-30 conversations, becoming a product expert, and collaborating with teams on escalations while providing weekend

Qualifications

• Proven experience in customer/merchant support or 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 best-in-class customer experience by responding promptly to inquiries.
• Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed.
• Become a product expert to 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

E-commerce SaaS experience

Analytical mindset

Tools

Tableau

Looker

SQL

BI platforms

Job description

Frontier, a remote-first company, is seeking a Merchant Support Specialist to assist e-commerce clients in understanding, using, and troubleshooting our testing platform. You will report to the Support & Implementation Manager and interact with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding experience.

Responsibilities include handling 20-30 conversations, becoming a product expert, and collaborating with teams on escalations while providing weekend