Shopify Support Advisor

Fresh Prints LLC; United States; On-site; USD 60,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and equity packages

Flexible vacation and PTO

Job summary

Frontier is seeking a Shopify Support Advisor to help e-commerce clients understand, use, and troubleshoot 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.

You will handle 20–30 conversations, troubleshoot, and become a product expert to answer questions quickly and accurately, while collaborating with cross-functional teams to improve the platform.

Qualifications

• Proven experience in a merchant support or related role.
• Excellent communication and problem-solving skills.
• Enjoy helping people and can think on your feet.
• Able to multitask and manage priorities in a fast-paced environment.
• Experience in e-commerce, SaaS, or analytics is a plus.
• Familiarity with BI tools like Tableau/Looker/SQL is a bonus.
• Comfortable providing weekend support.

Responsibilities

• Deliver best-in-class customer experience by promptly responding to inquiries.
• Troubleshoot issues, identify root causes, and offer solutions or escalate.
• Become a product expert to answer questions quickly and accurately.
• Manage 20–30 open conversations at a time.
• Own follow-ups and ensure tickets are resolved timely.
• Collaborate with internal teams on escalated issues.
• Spot trends and share insights with product, tech, and ops.
• Contribute to internal knowledge sharing and training.

Skills

Merchant support

Excellent communication

Problem solving

Multitasking

E-commerce SaaS analytics

Tableau

Looker

SQL

Weekend support

Tools

Tableau

Looker

SQL

BI platforms

Job description

About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it Frontier.

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we’ve never lost a client. If you’re interested in a Frontier role and you apply and are accepted, we’ll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application!

About Intelligems

There are millions of e-commerce businesses around the world, and the industry is growing every year. Yet achieving profitability has never been harder. Most brands make guesses when it comes to pricing, discounts, shipping fees, and content — leaving 6–10% of potential profit on the table.

Intelligems is a profit optimization platform that helps these businesses succeed. We provide merchants with A/B testing and personalization tools that help them run experiments, understand their data, and price dynamically — tools that were previously only available to companies like Amazon and Uber.

We're currently working with 500+ brands and have processed over $4B of data. Backed by Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi, Intelligems has raised over $4M in funding. Our team is high-performing, low-ego, and extremely collaborative — and we’re excited to scale with top talent.

The Role: Shopify Support Advisor

We’re looking for a Shopify Support Advisor to help our e-commerce 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.

Key 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.)

Qualifications

• Proven experience in a 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

Culture & Values

• Put customers first
• Be honest and transparent. Always act in the customer’s best interest.
• Be helpful
• Support teammates, customers, and partners with generosity and kindness.
• Strive for excellence
• Commit to being world-class at what you do.
• Build and develop a diverse, world-class team
• Hire the best, and invest in feedback and growth.
• Have a perspective
• Speak up when you disagree. Everyone is responsible for making us better.

What’s Offered

• Competitive salary and equity packages
• Flexible vacation and PTO