Merchant Support Specialist (Shopify)

The role

A Merchant Support Specialist will help e-commerce clients understand, utilize, and troubleshoot the Intelligems testing platform. You will communicate with customers daily via email, Slack, and chat to resolve issues.

What you will do

• Deliver a best-in-class customer experience by responding promptly to customer 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

Required qualifications

• Proven experience in customer/merchant support or a related role
• Excellent communication and problem-solving skills
• Ability to multitask, stay organized, and manage time effectively
• Comfortable with providing weekend support

Nice to have

• Experience in e-commerce, SaaS, or analytics
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms

Benefits

• Competitive salary and equity packages
• Flexible vacation and PTO

Before you apply

• If you apply and are accepted, you will be screened through a couple of internal interviews
• The aim is to get you an interview for a full-time job within the month

About the company

Intelligems is a profit optimization platform that provides merchants with A/B testing and personalization tools. Frontier is a subsidiary of Fresh Prints that helps companies grow full-time, cross-functional teams abroad.