Merchant Support Specialist (Shopify)
Core
Support e-commerce clients using a profit optimization and A/B testing platform for dynamic pricing and personalization.
Role type
Customer support specialist (SaaS/e-commerce)
Builds
Profit optimization platform for e-commerce merchants
Domain
E-commerce, SaaS, analytics
Deliverable
client delivery
Required skills
customer support, troubleshooting, root cause analysis, communication, time management, multitasking
Preferred skills
e-commerce, SaaS, analytics, Tableau, Looker, SQL, BI platforms
Responsibilities
Respond to customer inquiries via email, Slack, and chat; troubleshoot technical issues and escalate when needed; manage 20–30 concurrent customer conversations; collaborate with internal teams on complex issues; identify trends in support issues and share insights with product and tech teams; contribute to internal documentation and training.
Seniority
Individual contributor