Technical E-commerce Support Specialist

About the Role: Frontier, a subsidiary of Fresh Prints, is hiring for Intelligems—a profit optimization platform that helps e-commerce businesses succeed through A/B testing and dynamic pricing. We are looking for a Technical E-commerce Support Specialist to help our clients understand, utilize, and troubleshoot our platform. You will be the primary point of contact for merchants, resolving technical issues and delivering an outstanding customer experience via email, Slack, and chat.

Key Responsibilities

• Deliver best-in-class support by responding promptly to merchant inquiries.
• Troubleshoot technical issues, identify root causes, and offer creative solutions or escalate when necessary.
• Become a product expert to answer platform-specific questions accurately and quickly.
• Manage 20–30 open customer conversations simultaneously while ensuring timely resolution.
• Spot trends in support tickets and share insights with product, tech, and ops teams to improve the platform.
• Contribute to internal knowledge-sharing, including technical documentation and training materials.

What You Bring

• Proven experience in technical customer support, merchant support, or a related SaaS role.
• Strong background in e-commerce, SaaS, or analytics environments.
• Excellent communication and problem-solving skills with the ability to think on your feet.
• High organizational skills and the ability to multitask in a fast-paced startup environment.
• Bonus: Familiarity with BI tools like Tableau, Looker, SQL, or other analytics platforms.
• Requirement: Comfort with providing weekend support as needed.

Benefits

• Competitive salary and equity packages.
• Flexible vacation and PTO policy.
• Work with a high-performing, low-ego, and extremely collaborative global team.
• Remote-first environment with a mission-driven company backed by top-tier investors like Techstars and Klaviyo founders.