BRA - Customer Support Representative

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.