COL - Customer Service Representative

Job Title: Customer Service Representative Contractor Fee: $1,700-$2,300/month (USD) Work Arrangement: Remote Engagement Type: Independent Contractor Commitment: Open to Part-time or Full-time Company Overview: Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent. About This Role: We’re hiring a Customer Experience & Operations Support Specialist to support a fast-growing, premium direct-to-consumer brand in the home and lifestyle space. This role is intentionally designed to balance high-touch customer support during peak periods with operational and administrative support during slower seasons, ensuring consistent value year-round. You’ll serve as backup and overflow coverage for customer inquiries while also supporting internal teams with order coordination, wholesale support, reporting, and process improvement work. The ideal candidate is empathetic with customers, highly organized, and comfortable shifting between customer-facing work and behind-the-scenes operational tasks. Key Responsibilities: Customer Experience & Support Respond to customer inquiries related to orders, returns, exchanges, refunds, and product questions via email and other digital channelsProvide overflow and coverage support when the primary CX agent is unavailable or during seasonal spikesResolve issues in line with brand policies while maintaining a high standard of empathy and professionalismMaintain strong product knowledge to confidently answer questions and make recommendations Wholesale & Order Support Assist with wholesale, bulk, and corporate order coordinationSupport order logistics, ticketing, and basic freight-related coordinationRespond to wholesale partner questions related to orders and products Operations & Internal Support (Off-Peak Focus) Support internal teams with order tracking, inventory coordination, and reportingAssist with basic administrative and operational tasks as assignedCollaborate with fulfillment and warehouse partners to ensure smooth order executionHelp document CX processes, FAQs, and internal workflows to improve efficiency Feedback & Continuous Improvement Capture customer feedback and identify recurring themes or issuesContribute ideas for improving customer experience, internal processes, and documentationAct as a customer advocate internally by flagging trends and opportunities for improvement Software/Platforms/Tools: Helpdesk or ticketing systems (e.g., Gorgias, Zendesk, or similar)Shopify or similar eCommerce platformsGoogle Workspace (Docs, Sheets, Gmail)Slack or similar team communication tools Qualifications: 3–5 years of freelancing experience.Excellent written and verbal English communication (C1 or C2 level).1–3 years of experience in customer support, customer experience, or operations supportExperience supporting a DTC, eCommerce, or retail brand preferredStrong written English communication skills with a calm, empathetic toneHighly organized, detail-oriented, and comfortable juggling multiple prioritiesAbility to think end-to-end from both a customer and business perspectiveProactive self-starter who can adapt workload based on seasonal demandComfortable working independently in a remote, fast-moving environment Shift Schedule: Monday to Friday, with some overlap with US business hours preferredIncreased coverage expectations during peak seasons and promotional periodsFlexible task allocation during off-peak periods