Remote Ecommerce Support Specialist

Tidal; Santiago; Remote; CLP 21,754,000 - 27,193,000; 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 in customer or technical support (SaaS/eCommerce).
• Experience with ticket-based platforms such as Zendesk, Intercom, Gorgias, Help Scout.
• Strong troubleshooting with ability to reproduce issues and escalate when needed.
• Familiarity with APIs, OAuth2, SSO, DNS, and web concepts.
• Excellent written and spoken English.

Responsibilities

• Manage customer support tickets in Zendesk using queues, macros, and workflows.
• Resolve order and membership concerns including refunds and replacements.
• Investigate before responding or escalating by cross-checking order numbers and details.
• Provide clear, empathetic guidance and stay calm with urgent requests.
• Own tickets through resolution and communicate updates to customers and teams.
• Escalate complex cases with clear context to Operations, Payments, or Engineering.
• Maintain queue quality during volume spikes and adapt to changing priorities.
• Handle sensitive information responsibly (refunds, access, data).
• Suggest improvements to documentation and workflows based on feedback.

Skills

Troubleshooting

English communication

Organizational skills

Proactive problem solving

Ownership of issues

Tools

Zendesk

Intercom

Gorgias

Help Scout

Shopify

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.