Merchant Support Specialist
New
I
IntelligemsE-commerce SaaS
The Philippines (Remote)Full-TimeMiddle
SalaryCompetitive salary and equity packages
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Job Details
- Required Skills
- SQLTableauSaaSLookerCustomer support
Requirements
- Proven experience in customer/merchant support or a related role
- Excellent communication and problem-solving skills
- Ability to think on your feet and remain helpful
- Comfortable wearing many hats and juggling priorities
- Ability to multitask, stay organized, and manage time effectively
- Comfortable with providing weekend support
- Experience in e-commerce, SaaS, or analytics (bonus)
- Familiarity with tools like Tableau, Looker, SQL, or BI platforms (bonus)
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.)
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