Customer Merchant Support Specialist

Frontier is a company that helps other companies build full-time, cross-functional teams abroad, focusing on talent placement and client success.

Location: Philippines

Responsibilities

• Deliver a best-in-class customer experience by responding promptly to customer inquiries
• Troubleshoot technical issues, identify root causes, and offer solutions or escalate when needed
• Become a product expert so you can answer questions quickly and accurately
• Manage 20–30 open customer conversations at a time
• Own follow-ups and ensure all tickets are resolved in a timely manner
• Collaborate with internal teams on escalated or complex issues
• Spot trends in support issues and share insights with product, tech, and ops
• Contribute to internal knowledge-sharing (documentation, training, etc.)

Requirements

• Proven experience in customer/merchant support or a related role
• Excellent communication and problem-solving skills
• You love helping people and can think on your feet
• Comfortable wearing many hats and juggling priorities
• Ability to multitask, stay organized, and manage time effectively
• Experience in e-commerce, SaaS, or analytics is a plus
• Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a bonus
• Comfortable with providing weekend support

Benefits

• Competitive salary and equity packages
• Flexible vacation and PTO