Merchant Support Specialist
New
F
Fresh PrintsE-commerce SaaS
The Philippines (Remote)Full-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- SQLTableauCustomer supportSaaSLooker
Requirements
- 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
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.)
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