GUA - Customer Support Specialist (eCommerce)

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 global 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 clear context and investigation findings to Operations, Payments, Fraud/Risk, Engineering, or other relevant teams. • Maintain queue quality during volume spikes: Adapt to changing priorities, support teammates, and resolve tickets efficiently without sacrificing accuracy. • Handle sensitive information responsibly: Exercise sound judgment when dealing with refunds, disputes, account access, and customer information. • Improve the support experience: Identify recurring issues, share customer feedback, and contribute improvements to documentation, macros, and support workflows.