Job Title: Customer Support Specialist (eCommerce) Contractor Fee: $2,000 - $2,500/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Full-time (Approx. 40 hours/week) Company Overview: Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses that are experienced in remote hiring and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have experience in offshore team-building and aim to help businesses leverage general talent.
About This Role:
We are 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.




Key Responsibilities:
- Manage customer support tickets in Zendesk: Respond to customer questions using queues, macros, tags, internal notes, and established support workflows.
- Resolve order and membership concerns: Assist with order questions, shipping and delivery issues, refunds, replacements, memberships, and related account concerns.
- Investigate before responding or escalating: Cross-check order numbers, shipping addresses, shipment status, account details, and relevant information across internal tools to understand each case.
- Provide clear, empathetic guidance: Explain next steps in plain English and remain calm and professional when customers are frustrated or their requests are urgent.
- Own tickets through resolution: Follow up with customers and internal teams, communicate updates, and ensure outstanding issues receive appropriate attention.
- Escalate complex or sensitive cases: Provide

📌 MEX - Customer Support Specialist (Ciudad de México)
🏢 Tidal
📍 Ciudad de México