Merchant Support Expert

2 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomerSupport Full time $60,000 - $80,000
Role Summary

The Merchant Support Specialist is a critical position in our organization, responsible for delivering an exceptional customer experience to e-commerce clients. As a key member of our support team, you will play a vital role in helping our clients understand, utilize, and troubleshoot our testing platform.

This position requires a unique blend of technical skills, communication expertise, and problem-solving abilities. You will be responsible for troubleshooting complex technical issues, identifying root causes, and providing solutions or escalating when necessary.

To succeed in this role, you must be able to multitask, stay organized, and manage time effectively while maintaining excellent communication and problem-solving skills. Additionally, familiarity with tools like Tableau, Looker, SQL, or BI platforms is highly desirable.

Key Responsibilities:
  • Deliver a best-in-class customer experience by responding promptly to customer 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.)
Required Skills and 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
Benefits:
  • Competitive salary and equity packages
  • Flexible vacation and PTO
Culture and Values:
  • We prioritize being honest and transparent with our customers.
  • We strive to be helpful, supporting teammates, customers, and partners with generosity and kindness.
  • We commit to being world-class at what we do.
  • We invest in feedback and growth, building and developing a diverse team.
  • We speak up when we disagree, contributing to making us better.

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