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 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.