[Hiring] Merchant Support Specialist @Fresh Prints

Role Description

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 (merchant) 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 merchant support, customer support, or a related role
• Proven experience in e-commerce, SaaS, or analytics
• 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
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus

Culture & 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.

Benefits

• Competitive salary and equity packages
• Flexible vacation and PTO