Fresh Prints - Merchant Support Specialist (Shopify)
Requirements
• 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 • 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 • 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 • Have a perspective • Speak up when you disagree. Everyone is responsible for making us better. • What’s Offered • What’s Offered
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.)
Benefits
• Flexible vacation and PTO
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