ECU - Customer Support Specialist (eCommerce)
Tidal · Quito, Ecuador ·
- Work mode
- Remote
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
Tidal · Quito, Ecuador ·
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.
Software/Platforms/Tools:
Zendesk for customer support ticket management
Internal order, shipping, account, and membership tools
Help center documentation, support macros, and established workflows
Team communication and collaboration tools
Qualifications:
2–4 years of experience in customer support, technical support, IT support, SaaS support, eCommerce support, or a similar role.
Experience working in ticket-based support environments such as Zendesk, Intercom, Gorgias, Help Scout, or similar platforms.
Strong troubleshooting skills with the ability to reproduce issues, review logs or integrations, identify likely root causes, and determine when engineering escalation is needed.
Comfortable with APIs, authentication, access, and web concepts such as OAuth2, API keys, SSO, permissions, DNS, CDN, caching, and basic HTML/CSS/JavaScript.
Familiarity with eCommerce, SaaS, creator platforms, marketplaces, or online shops is strongly preferred.
Strong written and verbal English communication skills with the ability to explain technical issues clearly to both technical and non-technical users.
Highly organized, detail-oriented, analytical, proactive, and comfortable owning issues from first response through resolution.
Comfortable handling sensitive account information, permissions, access requests, and compliance-related data responsibly.
Based in Latin America and able to work with strong overlap with US business hours.
Nice to Have:
Experience with Shopify, Etsy, WooCommerce, or another eCommerce platform.
Familiarity with Stripe, PayPal, or similar payment tools.
Experience handling shipping issues, refunds, replacements, or customer disputes.
Experience supporting print-on-demand products, memberships, or digital products.
Familiarity with Gorgias, Intercom, Kustomer, HubSpot, Help Scout, or similar support platforms.
Experience supporting customers of creator-led businesses, merchants, or small online shops.
Familiarity with collaboration tools such as Slack, Asana, Notion, or Monday.com.
Shift Schedule:
Monday to Friday, approximately 40 hours per week, with substantial daily overlap with US Pacific Time business hours.
Occasional earlier or later meetings may be required to support global teams or urgent customer issues.
Exact working hours will be agreed upon directly between the contractor and the client.