Merchant Support Specialist

3 days ago

Bulacan, Philippines Frontier Full time

Overview

Merchant Support Specialist at Frontier

We’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 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.)
Qualifications
  • 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
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
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