Remote eCommerce Support Specialist

TIDAL; Bogotá; Remote; COP 72,238,000 - 90,297,000; Full time

Job summary

Tidal is hiring a Customer Support Specialist (eCommerce) on a remote, independent contractor basis to support a technology company helping creators run online shops and memberships. You will manage Zendesk tickets, handle orders, refunds, and memberships, and escalate complex cases while maintaining empathy and accuracy.

The role requires 2–4 years in customer support or similar, strong English communication, and overlap with US business hours. Approximately 40 hours/week, full-time commitment.

Qualifications

• 2–4 years of experience in customer support or similar role.
• Experience with ticket-based support environments (Zendesk, Intercom, Help Scout, etc.).
• Strong troubleshooting skills; ability to escalate to engineering when needed.
• Familiarity with APIs, web concepts (OAuth2, API keys, SSO).
• Experience with eCommerce, creator platforms, or online shops is preferred.
• Excellent written and verbal English communication; able to explain technical issues clearly.

Responsibilities

• Manage customer support tickets in Zendesk using queues, macros, and workflows.
• Resolve order, shipping, refunds, replacements, memberships, and account concerns.
• Investigate issues by cross-checking order numbers, addresses, and status across tools.
• Provide clear, empathetic guidance and keep customers informed through resolution.
• Own tickets through resolution and escalate complex cases to relevant teams.
• Escalate complex or sensitive cases with context and findings.
• Maintain queue quality during volume spikes and support teammates.
• Handle sensitive information responsibly (refunds, access, permissions).
• Identify recurring issues and contribute to documentation and workflows.

Skills

Customer support

Technical troubleshooting

English communication

Problem escalation

Time management

Tools

Zendesk

Intercom

Gorgias

Help Scout

Job description

Tidal is hiring a Customer Support Specialist (eCommerce) on a remote, independent contractor basis to support a technology company helping creators run online shops and memberships. You will manage Zendesk tickets, handle orders, refunds, and memberships, and escalate complex cases while maintaining empathy and accuracy.

The role requires 2–4 years in customer support or similar, strong English communication, and overlap with US business hours. Approximately 40 hours/week, full-time commitment.