Technical E-commerce Support Specialist

15 hours ago

Philippines Frontier Full time

Join to apply for the Technical E-commerce Support Specialist role at Intelligems 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: Technical E-commerce Support Specialist We’re looking for a Technical E-commerce 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 merge 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 Seniority Level Entry level Employment type Full-time Job Function Engineering and Information Technology Industries Human Resources Services Referrals increase your chances of interviewing at Frontier by 2x #J-18808-Ljbffr

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