GUA Customer Support Representative

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 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

• 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.