Remote eCommerce Support Specialist

Tidal; Bogotá ciudad; A distancia; COP 72.247.000 - 90.309.000; Jornada completa

Descripción de la vacante

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 a busy support queue.

Formación

• 2–4 years in customer or technical support.
• Experience with ticketing platforms like Zendesk or Intercom.
• Strong written and verbal English.
• Familiarity with eCommerce platforms.
• Based in Latin America with US hours overlap.

Responsabilidades

• Manage customer support tickets in Zendesk.
• Resolve orders, refunds, replacements, memberships, and account issues.
• Investigate before responding or escalating across internal tools.
• Provide clear, empathetic guidance.
• Escalate complex or sensitive cases.
• Maintain queue quality during volume spikes.
• Handle sensitive information responsibly.
• Improve support documentation and workflows.

Conocimientos

Customer support

English proficiency

Troubleshooting

Attention to detail

Organized

Herramientas

Zendesk

Intercom

Gorgias

Help Scout

Kustomer

Descripción del empleo

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 a busy support queue.