Merchant Support Specialist — E‑commerce SaaS (Remote)

Fresh Prints LLC; United States; Remote; USD 60,000 - 90,000; 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 ecommerce 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.

Responsibilities include delivering prompt customer service, troubleshooting issues, becoming a product expert, managing 20–30 conversations, and collaborating with product,

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

Multitasking

E-commerce SaaS analytics

Weekend support

Tools

Tableau

Looker

SQL

Job description

Intelligems is seeking a Merchant Support Specialist to help ecommerce 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.

Responsibilities include delivering prompt customer service, troubleshooting issues, becoming a product expert, managing 20–30 conversations, and collaborating with product,