Remote Merchant Support Specialist (Shopify)

Fresh Prints LLC; Philippines; Remote; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Equity

Flexible vacation

Paid time off

Job summary

Intelligems 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 engage with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding experience.

Join a collaborative team and help maintain high service standards while working across cross-functional groups to drive customer success. Weekend support may be required.

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 +.
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus.

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

Analytics tools

SQL

Tools

Tableau

Looker

SQL

Job description

Intelligems 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 engage with customers daily via email, Slack, and chat to resolve issues and deliver an outstanding experience.

Join a collaborative team and help maintain high service standards while working across cross-functional groups to drive customer success. Weekend support may be required.