Merchant Support Specialist, Shopify
Posted 22 days ago
You'll complete your application on Fresh Prints's career site.
About the Role
This expanding organization specializes in personalized collegiate apparel, including hoodies, t-shirts, and sweatpants for student groups and campus organizations. From a digital base in New York City, the firm emphasizes community interaction and custom design services. This is a 100% remote opening located in the Philippines, where you will join a staff dedicated to superior service and meaningful user engagement. As a Merchant Support Specialist, you will be instrumental in maintaining smooth, reactive customer interactions while the business scales its footprint in the university sector.
Requirements
- You should possess a demonstrated history in merchant or customer service roles.
- You must have excellent communication and analytical skills, plus the ability to prioritize tasks and manage your time in a dynamic setting.
- You must be willing to work shifts that include weekends.
- It is considered a major advantage if you have a background in e-commerce, SaaS, or analytics.
- Knowledge of data or business intelligence tools like SQL, Looker, or Tableau is a plus that will aid in handling technical tasks.
Responsibilities
- You will handle customer requests quickly to guarantee high-quality service.
- You will serve as a subject matter expert, delivering precise information while handling 20 to 30 concurrent support chats.
- You will perform technical troubleshooting to determine underlying problems, offering resolutions or escalating cases when required.
- You will oversee the entire ticket resolution lifecycle to ensure problems are addressed promptly and work with internal departments on difficult or high-priority inquiries.
- You will evaluate support metrics, provide useful feedback to the technology, operations, and product teams, and help build internal documentation and training materials.
Benefits & Perks
- You will receive a competitive compensation package that includes equity.
- You will enjoy a completely remote work environment.
- You will have access to flexible paid time off and vacation programs.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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