Remote Ecommerce Support Specialist

Tidal; Caracas; Remote; VES 19,528,000 - 24,409,000; 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, helping with orders, shipping, refunds, replacements, memberships, and account concerns.

You will investigate issues, provide clear and empathetic responses, escalate complex cases, and follow tickets through resolution while keeping up with a busy support queue.

Qualifications

• 2–4 years of customer/support experience in SaaS/eCommerce.
• Experience in ticket-based support environments (Zendesk, Intercom, Gorgias, Help Scout).
• Strong troubleshooting skills with ability to escalate when needed.
• Excellent written and verbal English; clear technical explanations.
• Organized, analytical, proactive; comfortable handling sensitive data.

Responsibilities

• Manage customer support tickets in Zendesk; respond using queues and macros.
• Resolve order, shipping, refunds, replacements, and membership questions.
• Investigate issues by cross-checking orders, shipments, and account data.
• Provide clear, empathetic guidance and escalate when necessary.
• Own tickets through resolution; communicate updates to customers and teams.
• Escalate complex cases to Operations, Payments, or Engineering.
• Maintain queue quality during volume spikes; support teammates.

Skills

2–4 years experience

Ticket-based support

Strong English

Organized & proactive

Overlap with US hours

Tools

Zendesk

Intercom

Gorgias

Help Scout

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, helping with orders, shipping, refunds, replacements, memberships, and account concerns.

You will investigate issues, provide clear and empathetic responses, escalate complex cases, and follow tickets through resolution while keeping up with a busy support queue.