Ecommerce Customer Solutions Specialist

7 days ago

Sorsogon, Bicol, Philippines beBeeSupport Full time ₱800,000 - ₱1,240,000

Join a fast-growing, fully remote company as a Merchant Support Specialist

  • We are looking for an experienced professional 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:
  • Customer Experience: Deliver a best-in-class customer experience by responding promptly to customer inquiries.
  • Troubleshooting: Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed.
  • Product Expertise: Become a product expert so you can answer questions quickly and accurately.
  • Communication: Manage 20–30 open customer conversations at a time, own follow-ups, and ensure all tickets are resolved in a timely manner.
  • Collaboration: Collaborate with internal teams on escalated or complex issues.
  • Trend Identification: Spot trends in support issues and share insights with product, tech, and ops.
  • Knowledge Sharing: Contribute to internal knowledge-sharing (documentation, training, etc.).
Qualifications:
  • Proven Track Record: Proven experience in merchant support, customer support, or a related role.
  • E-Commerce Expertise: Proven experience in e-commerce, SaaS, or analytics.
  • Soft Skills: Excellent communication and problem-solving skills.
  • Team Player: You love helping people and can think on your feet.
  • Adaptability: Comfortable wearing many hats and juggling priorities.
  • Multitasking: Ability to multitask, stay organized, and manage time effectively.
  • Familiarity with Tools: Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a plus.
Benefits:
  • Competitive Package: Competitive salary and equity packages.
  • Flexibility: Flexible vacation and PTO.

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