Remote eCommerce Support Specialist (Zendesk)

TIDAL

Ciudad de México

Remote

MXN 410,000 - 512,000

Full time

6 days ago

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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, replacements, memberships, and account concerns.

You will investigate issues, provide clear and empathetic responses, and escalate when needed. This remote, independent contractor role requires 2-4 years in customer support and strong English communication.

Qualifications

2-4 years of experience in customer support, technical support, IT support, SaaS support, eCommerce support, or similar roles.
Experience in ticket-based support environments such as Zendesk, Intercom, Gorgias, Help Scout, or similar platforms.
Strong troubleshooting skills with ability to reproduce issues, review logs or integrations, identify root causes, and escalate when needed.
Familiarity with APIs, authentication, access, and web concepts (OAuth2, API keys, SSO, permissions, DNS, CDN, caching, basic HTML/CSS/JavaScript).
Experience with eCommerce, SaaS, creator platforms, marketplaces, or online shops is strongly preferred.
Excellent written and verbal English communication; able to explain technical issues to diverse users.
Highly organized, detail-oriented, analytical, proactive, and able to own issues from first response through resolution.
Comfortable handling sensitive account information, permissions, and compliance-related data.

Responsibilities

Manage customer support tickets in Zendesk using queues, macros, tags, internal notes, and workflows.
Resolve order and membership concerns, including shipping, refunds, replacements, and account issues.
Investigate issues by cross-checking order numbers, shipping addresses, shipment status, and account details across internal tools.
Provide clear, empathetic guidance and maintain calm when handling urgent requests.
Own tickets through resolution; follow up with customers and internal teams; communicate updates.
Escalate complex or sensitive cases to Operations, Payments, Fraud/Risk, Engineering, or other teams with clear context.
Maintain queue quality during volume spikes; adapt to priorities and support teammates without sacrificing accuracy.
Handle sensitive information responsibly (refunds, disputes, access, data).
Identify recurring issues and contribute to documentation, macros, and support workflows.