Customer/Merchant Support Specialist

4 weeks ago

Metro Manila Philippines Fresh Prints Full time

About Intelligems Intelligems is a profit optimization platform that helps e‑commerce businesses succeed. We provide merchants with A/B testing and personalization tools to run experiments, understand their data, and price dynamically—tools that were previously only available to companies like Amazon and Uber. Currently, we support over 500 brands, process more than $4B of data, and have raised $4M in funding from Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi. 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 will 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 merchant inquiries. Troubleshoot technical issues, identify root causes, and offer solutions or escalations 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. 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. #J-18808-Ljbffr

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