Merchant Support Specialist, Shopify

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

📋 Description

• Promptly address customer inquiries to provide an exceptional customer experience.

• Diagnose technical problems, determine root causes, and offer solutions or escalate as necessary.

• Develop expertise in the product to accurately respond to customer queries.

• Handle 20–30 ongoing customer interactions concurrently.

• Take ownership of follow-ups and ensure timely resolution of tickets.

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

• Recognize support trends and communicate insights with product, technology, and operations teams.

• Aid in internal knowledge-sharing through documentation and training initiatives.

⛳️ Requirements

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

• Strong communication and problem-solving abilities.

• Capacity to multitask, maintain organization, and manage time efficiently.

• Willingness to provide support during weekends.

• Background in e-commerce, SaaS, or analytics is advantageous.

• Familiarity with Tableau, Looker, SQL, or BI platforms is a plus.

🏝️ Benefits

• Competitive salary and equity packages.

• Flexible vacation and paid time off.

• Fully remote work arrangement.