
E-Commerce Customer Experience Specialist
24 hours ago
As a Merchant Support Specialist at our organization, you will be responsible for assisting e-commerce clients in understanding, utilizing, and troubleshooting 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 exceptional customer service 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.)
- 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
- Ability to multitask, stay organized, and manage time effectively
- Competitive salary and equity packages
- Flexible vacation and PTO
We prioritize honesty and transparency, always acting in the best interest of our customers. We also value collaboration and communication, recognizing that everyone is responsible for making us better.
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