Merchant Support Specialist

About Frontier
Frontier
is a subsidiary of
Fresh Prints
. Fresh Prints is a New York-based, fast-growing, fully remote, 150-person company with most of our team based in India and the Philippines. A few years ago, Fresh Prints began helping other fast-growing companies build their teams. We got so good at it that we spun out a new company to focus exclusively on that — and called it
Frontier
.

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people and place them into the best companies. In three years, we've never lost a client. If you're interested in a Frontier role and you apply and are accepted, we'll screen you through a couple of internal interviews and aim to get you an interview for a full-time job within the month.

Think of us as your personal talent agent — and good luck with the application

About Intelligems
There are millions of e-commerce businesses around the world, and the industry is growing every year. Yet achieving profitability has never been harder. Most brands make guesses when it comes to pricing, discounts, shipping fees, and content — leaving
6–10% of potential profit
on the table.

Intelligems
is a profit optimization platform that helps these businesses succeed. We provide merchants with A/B testing and personalization tools that help them 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
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: Merchant Support Specialist
We're looking for a
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 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.)

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

Culture & Values
At Intelligems, we're customer-first and product-oriented — and our success is driven by the caliber of people we bring on board. We live by these values:

• Put customers first

• Be honest and transparent. 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 and develop a diverse, world-class team

• Hire the best, and invest in feedback and growth.

• Have a perspective

• Speak up when you disagree. Everyone is responsible for making us better.

What's Offered

• Competitive salary and equity packages
• Flexible vacation and PTO