Remote eCommerce Support Specialist

Tidal; Xico; Remote; MXN 404,000 - 505,000; Full time

Job summary

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company that helps creators run online shops and memberships. You will support customers through Zendesk, handling orders, shipping, refunds, and memberships. This is a remote independent contractor role with full-time commitment (~40 hours/week).

You will investigate issues, provide empathetic responses, escalate when needed, and maintain queue quality while managing sensitive data across tools.

Qualifications

• 2–4 years of experience in customer support or similar roles.

Responsibilities

• Manage Zendesk tickets using queues, macros, tags and workflows.
• Handle orders, shipping issues, refunds, replacements, and memberships.
• Cross-check order numbers, shipping statuses, and account details to understand cases.
• Explain next steps clearly and calmly for urgent issues.
• Follow up with customers and teams to resolve issues.

Skills

Zendesk

Intercom

Gorgias

Help Scout

Technical troubleshooting

Tools

Order/shipping tools

Membership tools

Help center/docs

Team collaboration tools

Job description

Tidal is hiring a Customer Support Specialist (eCommerce) for a technology company that helps creators run online shops and memberships. You will support customers through Zendesk, handling orders, shipping, refunds, and memberships. This is a remote independent contractor role with full-time commitment (~40 hours/week).

You will investigate issues, provide empathetic responses, escalate when needed, and maintain queue quality while managing sensitive data across tools.