Remote Ecommerce Support Specialist

Tidal; Ciudad de México; A distancia; MXN 402.000 - 502.000; Jornada completa

Descripción de la vacante

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company serving creators with online shops and memberships. You will support customers via Zendesk on orders, shipping, refunds, and account questions, investigate issues, and escalate when needed. This is a fully remote, independent contractor role with approx.

40 hours per week. We seek 2–4 years in customer support, strong English communication, familiarity with APIs, and comfort with tech concepts.

Formación

• 2–4 years of customer support experience in SaaS/eCommerce.
• Experience with ticket-based platforms like Zendesk, Intercom, Gorgias, Help Scout.
• Strong troubleshooting skills and issue reproduction.
• Familiarity with APIs, authentication, OAuth2, SSO, or web concepts.
• Excellent written and spoken English.
• Based in Latin America with overlap with US business hours.

Responsabilidades

• Manage customer support tickets in Zendesk and related tools.
• Resolve orders, shipping, refunds, replacements, and memberships issues.
• Investigate issues before responding or escalations.
• Explain steps clearly and stay calm when needed.
• Own tickets through resolution and communicate updates.
• Escalate complex or sensitive cases with proper context.
• Maintain queue quality during volume spikes.
• Handle sensitive information responsibly.
• Suggest improvements to documentation and workflows.

Conocimientos

Customer support

Troubleshooting

API concepts

English fluency

Organization

Escalations

SLA awareness

Herramientas

Zendesk

Intercom

Gorgias

Help Scout

Descripción del empleo

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company serving creators with online shops and memberships. You will support customers via Zendesk on orders, shipping, refunds, and account questions, investigate issues, and escalate when needed. This is a fully remote, independent contractor role with approx.

40 hours per week. We seek 2–4 years in customer support, strong English communication, familiarity with APIs, and comfort with tech concepts.