Remote Ecommerce Support Specialist

TIDAL

Buenos Aires

Remote

ARS 33,835,000 - 42,293,000

Full time

3 days ago

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Job summary

Tidal is seeking a Customer Support Specialist (eCommerce) to assist creators running online shops and memberships. You will manage Zendesk tickets, handle orders, shipping, refunds, replacements, and account concerns with clear, empathetic guidance.

This remote, full-time contractor role requires strong troubleshooting, careful documentation, and the ability to escalate when needed. You’ll work across internal tools and knowledge bases to improve the customer experience and support workflows.

Qualifications

2-4 years of experience in customer support, technical support, IT support, SaaS support, eCommerce support, or a similar role.
Experience working in ticket-based support environments such as Zendesk, Intercom, Gorgias, Help Scout, or similar platforms.
Strong troubleshooting skills with the ability to reproduce issues, review logs or integrations, identify likely root causes, and determine when engineering escalation is needed.
Comfortable with APIs, authentication, access, and web concepts such as OAuth2, API keys, SSO, permissions, DNS, CDN, caching, and basic HTML/CSS/JavaScript.
Familiarity with eCommerce, SaaS, creator platforms, marketplaces, or online shops is strongly preferred.
Strong written and verbal English communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
Highly organized, detail-oriented, analytical, proactive, and comfortable owning issues from first response through resolution.
Comfortable handling sensitive account information, permissions, access requests, and compliance-related data responsibly.
Based in Latin America and able to work with strong overlap with US business hours.

Responsibilities

Manage customer support tickets in Zendesk: Respond to customer questions using queues, macros, tags, internal notes, and established support workflows.
Resolve order and membership concerns: Assist with order questions, shipping and delivery issues, refunds, replacements, memberships, and related account concerns.
Investigate before responding or escalating: Cross-check order numbers, shipping addresses, shipment status, account details, and relevant information across internal tools to understand each case.
Provide clear, empathetic guidance: Explain next steps in plain English and remain calm and professional when customers are frustrated or their requests are urgent.
Own tickets through resolution: Follow up with customers and internal teams, communicate updates, and ensure outstanding issues receive appropriate attention.
Escalate complex or sensitive cases: Provide clear context and investigation findings to Operations, Payments, Fraud/Risk, Engineering, or other relevant teams.
Maintain queue quality during volume spikes: Adapt to changing priorities, support teammates, and resolve tickets efficiently without sacrificing accuracy.
Handle sensitive information responsibly: Exercise sound judgment when dealing with refunds, disputes, account access, and customer information.
Improve the support experience: Identify recurring issues, share customer feedback, and contribute improvements to documentation, macros, and support workflows.