Customer/Merchant Support Specialist

2 days ago

Metro Manila Philippines Fresh Prints Full time

About Intelligems Intelligems is a profit optimization platform that helps e-commerce businesses succeed by providing 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. We're currently working with over 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 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 elevate 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 Enjoy helping people and can think on the 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 providing weekend support Culture & Values Put customers first: Be honest and transparent and 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 and help make us better. What’s Offered Competitive salary and equity packages Flexible vacation and PTO Employment Details Seniority Level: Entry Level Employment Type: Full‑time Location: Manila, Philippines #J-18808-Ljbffr

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