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 general 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
- Intern

📌 CHL - Customer Support Representative (Santiago)
🏢 TIDAL
📍 Santiago