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!