Remote Account Manager & Customer Support Lead (Bilingual)

Tidal; México; Remote; MXN 495,000 - 577,000; Full time

Job summary

Tidal is hiring an Account Manager & Customer Support Lead for a growing food and beverage manufacturing company. You will manage customer relationships, handle questions and issues, coordinate with internal teams, and ensure customers receive clear and timely updates throughout their projects and orders.

Key responsibilities include being the main contact for accounts, coordinating with cross-functional teams, tracking progress, and maintaining accurate records while providing proactive,

Qualifications

• At least 3 years of experience in account management, customer success, client services, customer support, or a similar customer-facing role.
• Professional fluency in English and Spanish, written and spoken.
• Experience managing customer relationships, resolving issues, and coordinating requests across multiple internal teams.
• Strong organization and follow-through with the ability to manage multiple accounts, deadlines, requests, and priorities independently.
• Comfortable handling customer escalations, delays, service issues, and difficult conversations professionally.
• Strong written and verbal communication skills, preferably with experience supporting U.S.-based customers or companies.
• Proactive, dependable, detail-oriented, and comfortable working in a fast-growing environment where processes may still be developing.
• Experience in food and beverage, CPG, contract manufacturing, manufacturing, consumer products, eCommerce, or DTC is a plus.

Responsibilities

• Serve as the main point of contact for assigned customer accounts, understand their priorities, timelines, and expectations, and maintain strong ongoing relationships.
• Manage customer questions, requests, issues, and escalations from initial contact through resolution while providing clear and proactive updates.
• Coordinate with production, procurement, operations, logistics, sales, and leadership to gather information, solve problems, and keep customer commitments on track.
• Track open requests, deadlines, follow-ups, account notes, and next steps to make sure customer needs and internal action items are completed.
• Communicate updates involving production schedules, inventory, orders, shipments, timelines, delays, and other customer deliverables.
• Identify recurring customer issues, account risks, or process gaps and help improve customer communication and support workflows.
• Maintain organized customer records and keep leadership informed of important account updates, concerns, escalations, and outstanding items.

Skills

Account management

Customer success

Bilingual English/Spanish

Communication

Organization

Time management

Problem solving

Cross-functional collaboration

Tools

CRM platforms

Ticketing systems

Google Sheets

Slack

Excel

Project management tools (Asana/ClickUp/Monday.com)

AI tools (Claude/ChatGPT)

Job description

Tidal is hiring an Account Manager & Customer Support Lead for a growing food and beverage manufacturing company. You will manage customer relationships, handle questions and issues, coordinate with internal teams, and ensure customers receive clear and timely updates throughout their projects and orders.

Key responsibilities include being the main contact for accounts, coordinating with cross-functional teams, tracking progress, and maintaining accurate records while providing proactive,