Job Title: Customer Support Representative Contractor
Fee: $2,300 - $2,700/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 integral talent.

About This Role: We are hiring an experienced Customer Support
Representative for an established eCommerce consumer brand.

You
will manage customer inquiries, resolve order and product concerns,
and provide thoughtful, accurate support through Gorgias.

This is
an individual contributor role for someone patient, dependable,
detail-oriented, and able to take ownership of customer issues with
minimal supervision.

Key Responsibilities: Respond to customer
inquiries through email and chat using Gorgias.

Manage
approximately 500 customer support tickets per month.

Answer
questions about products, orders, payments, shipping, returns,
exchanges, and refunds.

Review customer, order, and inventory
information before responding.

Investigate delayed, missing,
damaged, incorrect, or unavailable items.

Process returns,
exchanges, refunds, and replacements based on company policies.

Provide clear, accurate, and customer-friendly solutions.

Maintain
a warm, polished, and consistent brand voice.

Coordinate with
fulfillment, operations, and inventory teams when needed.





Escalate
sensitive, unusual, or unresolved concerns appropriately.

Keep
ticket notes and customer records complete and accurate.

Take
ownership of assigned tickets through final resolution.

Software/Platforms/Tools: Gorgias or similar customer
support/ticketing platforms Shopify Internal inventory management
system Google Workspace Slack Email and chat support platforms
Order tracking, shipping, returns, and refund tools Qualifications: 3+ years of customer support or customer service experience.

Hands-on experience using Gorgias.

Experience supporting an
eCommerce, retail, or consumer products brand.

Experience managing
a consistent volume of customer support tickets.

Strong knowledge
of orders, shipping, returns, exchanges, refunds, and product
support.

Excellent written and verbal English communication skills.

Able to write clear, professional, and empathetic customer
responses.

Strong attention to detail when reviewing customer,
order, and inventory information.

Patient and professional when
handling complaints or frustrated customers.

Able to follow
policies while using sound judgment.

Able to work independently and
manage multiple priorities.

Reliable, organized, accountable, and
available for a full-time schedule.

Shift Schedule: Tuesday to
Saturday, approximately 9:00 AM to 5:00 PM Mountain Time.

The
schedule may move one to two hours based on business needs and
agreement between the client and independent contractor.

Additional
Note: The role will primarily handle email and chat support.

Phone
support may be added for candidates with excellent spoken English
and strong customer communication skills.

📌 PER - Customer Support Representative (Perú)
🏢 Tidal
📍 Perú