Customer/Merchant Support Specialist
Fresh Prints
Date: 12 hours ago
City: Remote
Contract type: Full time
Remote
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: Merchant Support Specialist
We're looking for a Customer/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 Responsibilities
At 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:
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: Merchant Support Specialist
We're looking for a Customer/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 Responsibilities
- Deliver a best-in-class customer experience by responding promptly to customer (merchant) inquiries
- Troubleshoot technical issues, identify root causes, and offer solutions or escalate 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.)
- Proven experience in merchant support, customer support, or a related role
- Proven experience in e-commerce, SaaS, or analytics
- 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
- Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus
- Comfortable with providing weekend support
At 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 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.
- Competitive salary and equity packages
- Flexible vacation and PTO
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Recruitment Assistant (PH)
Wing Assistant,
Remote
1 day ago
Please whitelist the domains "lever.co" and "hire.lever.co" with your email provider to make sure you get our emails.Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize...
HR Operations Generalist
Thumbtack,
Remote
5 days ago
Thumbtack helps millions of people confidently care for their homes.Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners...
Spanish Bilingual Recruiting Assistant (US Facilities Management, WFH)
ConnectOS,
Remote
1 week ago
Salary: P60,000 - P90,000 (Monthly Package)Schedule: Monday -Friday (9PM to 6AM PHT)What are we looking for?Skills RequiredFluency in Spanish and English (written and verbal) - must haveRecruiting experience is not required - we will provide full trainingStrong organizational skills with the ability to manage multiple tasks and meet deadlinesExcellent communication and interpersonal skillsHigh attention to detail and accuracy in documentationComfortable...
