Customer Support Specialist Fourthwall ·
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Fully Remote · Independent Contractor · Latin America
Eight hours of coverage per day, Monday–Friday, on a shift aligned with US business hours (PT, MT, CT, or ET). Weekend coverage is rotated within the team, and anyone who works a weekend day gets a weekday off in lieu.
Fully remote, Latin America
The Customer Support team takes care of the other side of the counter: the fans and supporters who buy from creators' shops. Support is white-label — thousands of shops, one team — so on any given ticket you're answering as that creator's support team.
You'll work in Zendesk , responding to supporter tickets across orders, shipping and delivery, refunds and replacements, and memberships. Your value is knowing whether the draft is right — understanding what's actually happening behind the scenes, testing a feature yourself when you're not sure, and catching the detail that changes the answer.
Manage and resolve supporter tickets in Zendesk.
Investigate before responding: cross-check order, shipping,



and account details across internal tools, help center docs, and support workflows.
Test features and flows yourself to confirm how something works before telling a supporter.
Communicate clearly, professionally, and empathetically, especially with frustrated or urgent supporters.
Excellent written English (C1+ / near-native). clear, accurate writing under pressure does.
Tech-savvy and fast online: comfortable moving quickly between multiple web-based tools and confident troubleshooting basic website and account issues.
Experience in customer support (e-commerce, marketplace, SaaS, or similar), ideally supporting US or international customers through a ticketing system.
Hands-on Zendesk experience (or Gorgias, Intercom, Kustomer, Help Scout, or similar).
Familiarity with Shopify, Etsy, WooCommerce, or another e-commerce platform.
Familiarity with Stripe, PayPal, or similar payment tools.
Experienc

📌 Customer Service Assistant (México)
🏢 Latin Remote Workers
📍 México