Bilingual Remote Account & Support Lead

Tidal; Caracas; A distancia; VES 23.557.000 - 27.483.000; Jornada completa

Descripción de la vacante

Tidal is hiring an Account Manager & Customer Support Lead for a growing, remote-focused engagement. You will manage customer relationships, handle inquiries, and coordinate with internal teams to keep customers updated on projects and orders. The role requires 3+ years in customer-facing roles, fluency in English and Spanish, and strong coordination across departments.

You will work remotely with approx. 40 hours/week, overlapping U.S.

Formación

• At least 3 years of experience in account management, customer success, client services, or a similar customer-facing role.
• Professional fluency in English and Spanish, written and spoken.
• Experience coordinating requests across multiple internal teams.
• Strong organization and follow-through with multiple accounts and deadlines.
• Ability to handle escalations and difficult conversations professionally.
• Experience supporting U.S.-based customers or companies is a plus.

Responsabilidades

• Serve as the main point of contact for assigned customer accounts and maintain strong relationships.
• Manage customer questions, requests, issues, and escalations from initial contact to resolution with proactive updates.
• Coordinate with production, procurement, operations, logistics, sales, and leadership to fulfill commitments.
• Track open requests, deadlines, and next steps; ensure action items are completed.
• Communicate updates on production schedules, inventory, orders, and shipments.
• Identify recurring issues and help improve customer communication and workflows.
• Maintain organized customer records and keep leadership informed of important updates.

Conocimientos

Account management

Customer success

Bilingual English/Spanish

Communication

Cross-functional coordination

Herramientas

CRM platform

Ticketing systems

Google Sheets

Slack

Excel

Project management tools

AI tools (Claude/ChatGPT)

Descripción del empleo

Tidal is hiring an Account Manager & Customer Support Lead for a growing, remote-focused engagement. You will manage customer relationships, handle inquiries, and coordinate with internal teams to keep customers updated on projects and orders. The role requires 3+ years in customer-facing roles, fluency in English and Spanish, and strong coordination across departments.

You will work remotely with approx. 40 hours/week, overlapping U.S.