MEX - Customer Service Representative

hace 1 día

Ciudad de México, Ciudad de México Tidal A tiempo completo
Job Title: Customer Service Representative Contractor Fee: $1,700-$2,300/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Open to Part-time or Full-time Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We're hiring a Customer Experience & Operations Support Specialist to support a fast-growing, premium direct-to-consumer brand in the home and lifestyle space.

This role is intentionally designed to balance high-touch customer support during peak periods with operational and administrative support during slower seasons, ensuring consistent value year-round. You'll serve as backup and overflow coverage for customer inquiries while also supporting internal teams with order coordination, wholesale support, reporting, and process improvement work.

The ideal candidate is empathetic with customers, highly organized, and comfortable shifting between customer-facing work and behind-the-scenes operational tasks.

Key Responsibilities: Customer Experience & Support

Respond to customer inquiries related to orders, returns, exchanges, refunds, and product questions via email and other digital channels

Provide overflow and coverage support when the primary CX agent is unavailable or during seasonal spikes

Resolve issues in line with brand policies while maintaining a high standard of empathy and professionalism

Maintain strong product knowledge to confidently answer questions and make recommendations

Wholesale & Order Support

Assist with wholesale, bulk, and corporate order coordination

Support order logistics, ticketing, and basic freight-related coordination

Respond to wholesale partner questions related to orders and products

Operations & Internal Support (Off-Peak Focus)

Support internal teams with order tracking, inventory coordination, and reporting

Assist with basic administrative and operational tasks as assigned

Collaborate with fulfillment and warehouse partners to ensure smooth order execution

Help document CX processes, FAQs, and internal workflows to improve efficiency

Feedback & Continuous Improvement

Capture customer feedback and identify recurring themes or issues

Contribute ideas for improving customer experience, internal processes, and documentation

Act as a customer advocate internally by flagging trends and opportunities for improvement

Software/Platforms/Tools:

Helpdesk or ticketing systems (e.g., Gorgias, Zendesk, or similar)

Shopify or similar eCommerce platforms

Google Workspace (Docs, Sheets, Gmail)

Slack or similar team communication tools

Qualifications:

3–5 years of freelancing experience.

Excellent written and verbal English communication (C1 or C2 level).

1–3 years of experience in customer support, customer experience, or operations support

Experience supporting a DTC, eCommerce, or retail brand preferred

Strong written English communication skills with a calm, empathetic tone

Highly organized, detail-oriented, and comfortable juggling multiple priorities

Ability to think end-to-end from both a customer and business perspective

Proactive self-starter who can adapt workload based on seasonal demand

Comfortable working independently in a remote, fast-moving environment

Shift Schedule:

Monday to Friday, with some overlap with US business hours preferred

Increased coverage expectations during peak seasons and promotional periods

Flexible task allocation during off-peak periods

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