Remote Ecommerce Support Specialist

Tidal; México; A distancia; MXN 401.000 - 502.000; Jornada completa

Descripción de la vacante

Tidal is hiring a Customer Support Specialist (eCommerce) as an independent contractor for a technology company helping creators run online shops and memberships. You will support customers via Zendesk, handling orders, shipping issues, refunds, replacements, and account concerns, while escalating complex cases.

Located remotely with ~40 hours per week and overlap with US Pacific Time. Strong English communication and experience in ticket-based support are required, with familiarity in eCommerce

Formación

• 2–4 years of experience in customer support or similar roles.
• Strong written and verbal English communication skills.
• Experience with ticket-based support tools (Zendesk, Intercom, Gorgias, Help Scout) preferred.
• Familiarity with eCommerce platforms and online shops preferred.
• Ability to investigate issues and escalate when needed.

Responsabilidades

• Manage customer support tickets in Zendesk and follow established workflows.
• Resolve order, shipping, refunds, and membership questions.
• Investigate issues by cross-checking order numbers and account details.
• Provide clear, empathetic guidance and manage escalation when necessary.
• Own tickets through resolution and keep customers updated.

Conocimientos

Customer support experience

English communication

Herramientas

Zendesk

Intercom

Gorgias

Help Scout

Kustomer

HubSpot

Descripción del empleo

Tidal is hiring a Customer Support Specialist (eCommerce) as an independent contractor for a technology company helping creators run online shops and memberships. You will support customers via Zendesk, handling orders, shipping issues, refunds, replacements, and account concerns, while escalating complex cases.

Located remotely with ~40 hours per week and overlap with US Pacific Time. Strong English communication and experience in ticket-based support are required, with familiarity in eCommerce