Remote Ecommerce Support Specialist (Zendesk)

Tidal; Bogotá ciudad; Remote; COP 72,247,000 - 90,309,000; Full time

Job summary

Tidal is hiring a Customer Support Specialist (eCommerce) for a tech 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 manage tickets through resolution while maintaining a busy support queue.

Qualifications

• 2–4 years in customer support or SaaS/eCommerce support.
• Experience with Zendesk, Intercom, Gorgias, Help Scout, or similar.
• Strong troubleshooting and problem-solving skills.
• Familiarity with APIs, OAuth2, and basic web concepts.
• Based in Latin America with US overlap.

Responsibilities

• Manage customer support tickets in Zendesk and follow workflows.
• Resolve order and membership concerns, refunds, and replacements.
• Investigate issues by cross-checking data across tools.
• Provide clear, empathetic guidance to customers.
• Own tickets through resolution and communicate updates.
• Escalate complex issues to Operations or Engineering.
• Maintain queue quality during volume spikes.

Skills

Customer support

Troubleshooting

English communication

Organization

Cross-team collaboration

US hours overlap

Tools

Zendesk

API basics

HTML/CSS/JS basics

Shopify

Stripe/PayPal

Job description

Tidal is hiring a Customer Support Specialist (eCommerce) for a tech 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 manage tickets through resolution while maintaining a busy support queue.