Merchant Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide an exceptional customer experience by promptly addressing merchant inquiries.

• Diagnose technical problems, identify underlying causes, and offer solutions or escalate as necessary.

• Develop expertise in our products to respond to questions swiftly and accurately.

• Handle 20–30 ongoing customer interactions simultaneously.

• Take ownership of follow-up communications and ensure timely resolution of all tickets.

• Work collaboratively with internal teams on escalated or intricate issues.

• Identify trends in support inquiries and relay insights to product, tech, and operations teams.

• Assist in internal knowledge sharing through documentation, training, and other methods.

⛳️ Requirements

• Demonstrated experience in merchant support, customer support, or a similar role.

• Proven background in e-commerce, SaaS, or analytics.

• Strong communication and problem-solving abilities.

• A passion for helping others and the ability to think quickly.

• Comfortable handling multiple responsibilities and prioritizing tasks.

• Capable of multitasking, staying organized, and managing time efficiently.

• Familiarity with tools such as Tableau, Looker, SQL, or BI platforms is advantageous.

🏝️ Benefits

• Competitive salary and equity packages.

• Flexible vacation and PTO.