[All remote jobs](https://jobicy.com/jobs.md)[![Fresh Prints logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/d38b1af3-221.jpeg)](https://jobicy.com/company/fresh-prints.md)[Fresh Prints](https://jobicy.com/company/fresh-prints.md) # Merchant Support Specialist (Shopify) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/fresh-prints.md)ShareRemote from[Philippines](https://jobicy.com/job-region/philippines.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished30 Oct 2026Apply before29 Nov 2026Listing views35Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This role supports e-commerce merchants using Intelligems’ testing and personalization platform. The specialist will resolve customer issues through email, Slack, and chat, investigate technical root causes, and escalate complex cases to internal teams. The position requires managing 20–30 active conversations while maintaining timely follow-up and a high-quality customer experience. Familiarity with Shopify, SaaS support, analytics, SQL, or BI tools is beneficial, and weekend support availability is required. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires structured troubleshooting across a high volume of simultaneous merchant conversations and clear communication with both customers and technical teams. It is moderately technical, but advanced engineering expertise is not explicitly required. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$24,000US market range (per year)$18k–$30k0$33k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. Estimated annual compensation is shown in USD for a Philippines-based full-time merchant technical support role; the yearly cadence and market range are inferred from the full-time role and location context. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[Shopify](https://jobicy.com/jobs?search_keywords=Shopify.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[E-commerce](https://jobicy.com/jobs?search_keywords=E-commerce.md)[Ticket management](https://jobicy.com/jobs?search_keywords=Ticket%20management.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[Email communication](https://jobicy.com/jobs?search_keywords=Email%20communication.md)[Slack](https://jobicy.com/jobs?search_keywords=Slack.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Business intelligence tools](https://jobicy.com/jobs?search_keywords=Business%20intelligence%20tools.md)[Documentation](https://jobicy.com/jobs?search_keywords=Documentation.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Time management](https://jobicy.com/jobs?search_keywords=Time%20management.md) Sample interview questionsHow would you handle 25 open merchant conversations while ensuring none are neglected?I would triage by customer impact, urgency, and blocker status, then set clear next-action times for every ticket. I would use saved views, reminders, and concise status updates to keep customers informed while reserving focused time for complex investigations. Describe your approach to troubleshooting an issue a merchant reports in a Shopify testing workflow. I would first clarify the expected versus actual behavior and collect relevant examples, timestamps, account details, and screenshots. I would then reproduce the issue where possible, check configuration and platform data, isolate likely causes, and either provide a verified solution or escalate with a complete technical summary. How do you explain a technical issue to a non-technical merchant? I avoid unnecessary jargon and begin with the practical impact and next step. I use short, clear language, confirm the merchant’s understanding, and provide numbered instructions or screenshots when that will make the resolution easier to follow. What would you do if you noticed several customers reporting the same problem? I would document the common symptoms, affected accounts, severity, and any workaround, then alert the appropriate product or engineering stakeholders. I would also update internal documentation and proactively communicate with affected customers as guidance becomes available. How do SQL or BI tools add value in a merchant support role? They help validate customer-reported behavior using data rather than assumptions. For example, I could use a query or dashboard to investigate experiment performance, confirm whether events are being recorded, and provide a more accurate explanation to the merchant. Opportunity details ## About this role. ### 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 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 customer/merchant support or a related role * 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 * Experience in e-commerce, SaaS, or analytics is a plus * Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus * Comfortable with providing weekend support ### 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 Show more [Apply now >](https://jobicy.com/jobs/158075-merchant-support-specialist-shopify.md) > Annual salary information is not provided for this position. 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