Merchant Experience Expert

3 days ago

Mandaluyong City, National Capital Region, Philippines beBeeSpecialist Full time ₱4,500,000 - ₱7,000,000
Overview

At the heart of our business lies a simple yet powerful goal: to help e-commerce businesses succeed. In today's competitive landscape, achieving profitability has never been harder. Most brands struggle with pricing, discounts, shipping fees, and content - leaving valuable profit on the table.

We've developed a cutting-edge platform that helps merchants optimize their performance. Our innovative tools enable A/B testing, personalization, and dynamic pricing - capabilities previously reserved for industry giants like Amazon and Uber.

Our team is dedicated to empowering businesses through data-driven insights. We're committed to excellence and strive to deliver world-class results. With a diverse and collaborative team, we're excited to scale with top talent.

The Role: Merchant Support Specialist

This key role involves providing exceptional support to our e-commerce clients, helping them understand, utilize, and troubleshoot our testing platform. As a Merchant Support Specialist, you'll report to the Support & Implementation Manager and communicate daily with customers via email, Slack, and chat to resolve issues and deliver outstanding customer experiences.

Key Responsibilities:
  • Deliver best-in-class customer experiences by responding promptly to merchant inquiries.
  • Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed.
  • Become a product expert, able to 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.
  • Able to think on your feet and provide excellent customer service.
  • 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 plus.
Culture & Values:

We're a customer-first company, driven by a commitment to excellence and a passion for innovation. Our values include:

Put Customers First - 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 a World-Class Team - Hire the best and invest in feedback and growth.

Have a Perspective - Speak up when you disagree and contribute to making us better.

What's Offered:

Competitive salary and equity packages.

Flexible vacation and PTO policies.

Opportunities for professional growth and development.

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