Remote Account & Customer Success Lead (EN/ES)

TIDAL; Puerto Bogotá; Remote; COP 85,297,000 - 99,513,000; Full time

Job summary

Tidal is seeking an Account Manager & Customer Support Lead for a growing food and beverage manufacturing partner. You will manage customer relationships, handle inquiries, coordinate with internal teams, and keep customers informed with timely updates throughout orders.

Requirements include 3+ years in account management or customer-facing roles and fluency in English and Spanish. This is a remote, full-time independent contractor position with about 40 hours per week, overlapping US ET hours.

Qualifications

• 3+ years in account management or customer-facing roles.
• Fluency in English and Spanish (written and spoken).
• Experience coordinating requests across multiple internal teams.
• Strong organization and ability to manage multiple accounts, deadlines, and priorities.
• Comfortable handling escalations and challenging conversations professionally.
• Experience supporting U.S.-based customers is a plus.
• Experience in food and beverage, CPG, or manufacturing is a plus.

Responsibilities

• Serve as the main contact for assigned customer accounts and maintain relationships.
• Handle questions, requests, issues, and escalations from start to resolution with proactive updates.
• Coordinate with production, procurement, operations, logistics, sales and leadership to support customers.
• Track open requests, deadlines, follow-ups, and next steps for customer needs.
• Communicate updates on production schedules, inventory, orders and shipments.
• Identify recurring issues and help improve support workflows and communications.
• Maintain organized customer records and inform leadership of important updates.

Skills

Account management

Customer success

Coordination

English

Spanish

Tools

CRM platforms

Ticketing systems

Google Sheets

Google Docs

Slack

Excel

Asana

ClickUp

Monday.com

AI tools

Job description

Tidal is seeking an Account Manager & Customer Support Lead for a growing food and beverage manufacturing partner. You will manage customer relationships, handle inquiries, coordinate with internal teams, and keep customers informed with timely updates throughout orders.

Requirements include 3+ years in account management or customer-facing roles and fluency in English and Spanish. This is a remote, full-time independent contractor position with about 40 hours per week, overlapping US ET hours.