Remote Ecommerce Support Specialist for Creators

Tidal; Buenos Aires; Remote; ARS 33,942,000 - 42,428,000; Full time

Job summary

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company that helps creators run online shops and memberships. You will support customers through Zendesk, handling orders, shipping, refunds, replacements, memberships, and account concerns.

You will investigate issues, provide clear and empathetic responses, escalate complex cases, and follow tickets through resolution while keeping up with a busy support queue.

Qualifications

• 2–4 years of experience in customer support or SaaS support.
• Experience in ticket-based environments (Zendesk, Intercom, Gorgias, Help Scout).
• Strong troubleshooting and ability to escalate when needed.
• Familiarity with APIs and web concepts is a plus.
• Experience with eCommerce platforms is preferred.
• Excellent written and verbal English communication.

Responsibilities

• Manage Zendesk tickets using queues, macros, tags, internal notes, and workflows.
• Resolve orders, shipping, refunds, replacements, memberships, and account concerns.
• Investigate issues by cross-checking order numbers and details across systems.
• Provide clear, empathetic guidance to customers in plain language.
• Own tickets through resolution and communicate updates to customers.
• Escalate complex cases to Operations, Payments, Fraud/Risk, or Engineering.
• Maintain queue quality during volume spikes and shifting priorities.
• Handle sensitive information responsibly regarding refunds and accounts.
• Suggest improvements to documentation, macros, and workflows.

Skills

Customer support

English communication

Ticket-based support

Problem solving

Empathy

Tools

Zendesk

Intercom

Gorgias

Help Scout

Shopify

WooCommerce

Job description

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company that helps creators run online shops and memberships. You will support customers through Zendesk, handling orders, shipping, refunds, replacements, memberships, and account concerns.

You will investigate issues, provide clear and empathetic responses, escalate complex cases, and follow tickets through resolution while keeping up with a busy support queue.