MEX - Customer Service Representative

Tidal; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global recruitment agency is seeking a Customer Service Representative to join their team remotely. This role involves providing high-quality customer support and operational assistance for a premium direct-to-consumer brand. The ideal candidate has 3-5 years of freelancing experience and strong English communication skills. Responsibilities include responding to customer inquiries, assisting with order coordination, and collaborating with internal teams to improve customer experiences. Flexible schedule, with a commitment to quality service is essential.

Formación

• 3–5 years of freelancing experience.
• 1–3 years of experience in customer support or operations support.
• Experience supporting a DTC or retail brand preferred.

Responsabilidades

• Respond to customer inquiries related to orders and products.
• Provide coverage support during busy periods.
• Assist with wholesale and order coordination.

Conocimientos

Excellent written and verbal English communication

Highly organized

Proactive self-starter

Comfortable working independently

Herramientas

Zendesk

Shopify

Google Workspace

Descripción del empleo

Job Title: Customer Service Representative

Contractor Fee: $1,700-$2,300/month (USD)

Work Arrangement: Remote

Engagement Type: Independent Contractor

Commitment: Open to Part-time or Full-time

Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We’re hiring a Customer Experience & Operations Support Specialist to support a fast-growing, premium direct-to-consumer brand in the home and lifestyle space.

This role is intentionally designed to balance high-touch customer support during peak periods with operational and administrative support during slower seasons, ensuring consistent value year-round. You’ll serve as backup and overflow coverage for customer inquiries while also supporting internal pouss with order coordination, wholesale support, reporting, and process improvement work.

The ideal candidate is empathetic with customers, highly organized, and comfortable shifting between customer-facing work and behind-the-scenes operational tasks.

Key Responsibilities:

Customer Experience & Support

• Respond ROI to customer inquiries related to orders, returns, exchanges, refunds, and product questions via email and other digital channels

• Provide overflow and coverage support when the primary CX agent is unavailable or during seasonal spikes

• Resolve issues in line with brand policies while maintaining a high standard of empathy and professionalismонад כה>

• Maintain strong product knowledge to confidently address questions and make recommendations

Wholesale & Order Support

• Assist with wholesale, bulk, and corporate order coordination

• Support order logistics, ticketing, and basic freight-related coordination

• Respond to wholesale partner questions related to orders and products

Operations & Internal Support (Off-Peak Focus)
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• Support internal teams with order tracking, inventory coordination, and reporting

• Assist with basic administrative and operational tasks as assigned

• Collaborate with fulfillment and warehouse partners to ensure smooth order execution

• Help document CX processes, FAQs, and internal workflows to improve efficiency

Feedback & Continuous Improvement
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  Capture customer feedback and identify recurring themes or issues

• Contribute ideas for improving customer experience, internal processes, and documentation

• Act as a customer advocate internally by flagging trends and opportunities for improvement

Software/Platforms/Tools:
• Ghelpdesk or ticketing systems (e.g., Gorgias, Zendesk, or similar)
• Shopify or similar eCommerce platforms
• Google Workspace (Docs, Sheets, Gmail)
• Slack or similar.doc tools
Qualifications:

• 3–5 years of freelancing experience.

• Excellent written and verbal English communication (C1 or C2 level).

• 1–3 years of experience in customer support, customer experience, or operations support

• Experience supporting a DTC, eCommerce, or retail brand preferred

• Strong written English communication skills with a calm, empathetic tone

• Highly organized, detail-oriented, and comfortable juggling multiple priorities

• Ability to think end-to-end from both a customer and business perspective

• Proactive self-starter who can adapt workload based on seasonal demand

• Comfortable working independently in a remote, fast-moving environment

Shift Schedule:

• Monday to Friday, with some overlap with US business hours preferred

• Increased coverage expectations during peak seasons and promotional periods

• Flexible task allocation during off-peak periods