Merchant Support Specialist (Remote)

Company: Frontier (subsidiary of Fresh Prints) — supporting Intelligems
Location: Remote (global team)
Job Type: Full-Time

About Frontier

Frontier is the sister company of Fresh Prints, a New York–based, fully remote, 150-person company. Frontier specializes in helping fast-growing companies build high-performing global teams. In just three years, we’ve never lost a client. Think of us as your personal talent agent — if you’re accepted, we’ll guide you through the process and aim to connect you with a full-time role within a month.

About Intelligems

Intelligems is a profit optimization platform serving 500+ e-commerce brands and processing over $4B in data. We empower merchants with A/B testing, personalization, and dynamic pricing tools — capabilities once reserved for giants like Amazon and Uber.

Backed by Matchstick Ventures, Vinyl Capital, Techstars, and founders from Klaviyo, Postscript, and Stedi, Intelligems is growing quickly and building a low-ego, collaborative, high-performing team.

The Role

We’re looking for a Merchant Support Specialist to help e-commerce clients understand, utilize, and troubleshoot our testing platform. You’ll be the face of Intelligems for merchants, ensuring they get best-in-class support and guidance.

Key Responsibilities

Deliver a world-class customer experience by responding quickly to merchant inquiries via email, Slack, and chat.
Troubleshoot technical issues, identify root causes, and provide solutions or escalate when needed.
Become a product expert capable of answering questions with confidence and accuracy.
Manage 20–30 open customer conversations at a time and ensure timely resolution.
Collaborate with internal teams (product, tech, ops) on complex issues and customer insights.
Spot support trends and share feedback to improve the platform and processes.
Contribute to internal knowledge-sharing (documentation, training).

Qualifications

Proven experience in merchant support, customer support, or a related role.
Background in e-commerce, SaaS, or analytics.
Excellent communication and problem-solving skills.
Ability to multitask, stay organized, and manage priorities effectively.
A team player with a passion for helping people.
Familiarity with BI tools (Tableau, Looker, SQL, etc.) is a plus.

Culture & Values at Intelligems

Put customers first — act in their best interest, always.
Be helpful — with generosity, kindness, and humility.
Strive for excellence — commit to being world-class.
Build diverse, world-class teams — hire the best and foster growth.
Have a perspective — speak up, collaborate, and make us better.

Compensation & Benefits

Competitive salary + equity packages
Flexible PTO and vacation
Remote-first work environment

💰 Estimated Hourly Pay Range (based on U.S. market):

$22–$30/hour (equivalent to $45,000–$62,000/year)

(Frontier/Intelligems did not list a salary; this range reflects typical U.S. pay for SaaS/e-commerce support specialists with technical exposure.)

Apply Now

If you’re a customer-focused problem solver who thrives in a fast-growing SaaS/e-commerce environment, we’d love to hear from you. Join Intelligems through Frontier and help shape the future of e-commerce profitability!