Job Title: Customer Support Representative Contractor Fee: $2,300 - $2,700/month (USD) Work Arrangement: RemoteEngagement Type: Independent Contractor Commitment: Full-time(Approx. 40 hours/week)Company Overview: Tidal is a DirectPlacement Agency that helps job seekers find job opportunities forreal growth.We work with stable, responsible businesses that areexperienced in remote hiring and are excited to welcomeinternational team members.Tidal is owned and operated by consumerbrand owners and operators.We have experience in offshoreteam-building and aim to help businesses leverage general talent.About This Role: We are hiring an experienced Customer SupportRepresentative for an established eCommerce consumer brand.Youwill manage customer inquiries, resolve order and product concerns,and provide thoughtful, accurate support through Gorgias.This isan individual contributor role for someone patient, dependable,detail-oriented, and able to take ownership of customer issues withminimal supervision.Key Responsibilities: Respond to customerinquiries through email and chat using Gorgias.Manageapproximately 500 customer support tickets per month.Answerquestions about products, orders, payments, shipping, returns,exchanges, and refunds.Review customer, order, and inventoryinformation before responding.Investigate delayed, missing,damaged, incorrect, or unavailable items.Process returns,exchanges, refunds, and replacements based on company policies.Provide clear, accurate, and customer-friendly solutions.Maintaina warm, polished, and consistent brand voice.Coordinate withfulfillment, operations,



and inventory teams when needed.Escalatesensitive, unusual, or unresolved concerns appropriately.Keepticket notes and customer records complete and accurate.Takeownership of assigned tickets through final resolution.Software/Platforms/Tools: Gorgias Shopify Internal inventorymanagement system Google Workspace Slack Email and chat supportplatforms Order tracking, shipping, returns, and refund toolsQualifications: 3+ years of customer support or customer serviceexperience.Hands-on experience using Gorgias.Experiencesupporting an eCommerce, retail, or consumer products brand.Experience managing a consistent volume of customer supporttickets.Strong knowledge of orders, shipping, returns, exchanges,refunds, and product support.Excellent written and verbal Englishcommunication skills.Able to write clear, professional, andempathetic customer responses.Strong attention to detail whenreviewing customer, order, and inventory information.Patient andprofessional when handling complaints or frustrated customers.Ableto follow policies while using sound judgment.Able to workindependently and manage multiple priorities.Reliable, organized,accountable, and available for a full-time schedule.Shift Schedule: Tuesday to Saturday, approximately 9:00 AM to 5:00 PM MountainTime.The schedule may move one to two hours based on businessneeds and agreement between the client and independent contractor.Additional Note: The role will primarily handle email and chatsupport.Phone support may be added for candidates with excellentspoken English and strong customer communicationskills.

📌 Mex - Customer Support Representative (Xico)
🏢 Tidal
📍 Xico