Merchant Support Specialist (Shopify)

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, wo