Merchant Support Specialist

About FrontierFrontier 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 IntelligemsThere 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: Merchant Support SpecialistWe’re looking for a Merchant Support Specialist 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 ResponsibilitiesDeliver a best-in-class customer experience by responding promptly to customer (merchant) inquiriesTroubleshoot technical issues, identify root causes, and offer solutions or escalate when neededBecome a product expert so you can answer questions quickly and accuratelyManage 20–30 open customer conversations at a timeOwn follow-ups and ensure all tickets are resolved in a timely mannerCollaborate with internal teams on escalated or complex issuesSpot trends in support issues and share insights with product, tech, and opsContribute to internal knowledge-sharing (documentation, training, etc.)QualificationsProven experience in merchant support, customer support, or a related roleProven experience in e-commerce, SaaS, or analyticsExcellent communication and problem-solving skillsYou love helping people and can think on your feetComfortable wearing many hats and juggling prioritiesAbility to multitask, stay organized, and manage time effectivelyFamiliarity with tools like Tableau, Looker, SQL, or BI platforms is a bonusCulture & ValuesAt Intelligems, we’re customer-first and product-oriented — and our success is driven by the caliber of people we bring on board. We live by these values:Put customers firstBe honest and transparent. Always act in the customer’s best interest.Be helpfulSupport teammates, customers, and partners with generosity and kindness.Strive for excellenceCommit to being world-class at what you do.Build and develop a diverse, world-class teamHire the best, and invest in feedback and growth.Have a perspectiveSpeak up when you disagree. Everyone is responsible for making us better.What’s OfferedCompetitive salary and equity packagesFlexible vacation and PTOOriginally posted on Himalayas