ECU - Customer Service Representative

hace 3 semanas

Quito, Provincia de Pichincha Tidal

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 channels
  • Provide overflow and coverage support when the primary CX agent is unavailable or during seasonal spikes
  • Resolve issues in line with brand policies while maintaining a high standard of empathy and professionalism
  • Maintain strong product knowledge to confidently answer questions and make recommendations

Wholesale & Order Support

  • Assist with wholesale, bulk, and corporate order coordination
  • Support order logistics, ticketing, and basic freight-related coordination
  • Respond to wholesale partner questions related to orders and products

Operations & Internal Support (Off-Peak Focus)

  • Support internal teams with order tracking, inventory coordination, and reporting
  • Assist with basic administrative and operational tasks as assigned
  • Collaborate with fulfillment and warehouse partners to ensure smooth order execution
  • Help document CX processes, FAQs, and internal workflows to improve efficiency

Feedback & Continuous Improvement

  • Capture customer feedback and identify recurring themes or issues
  • Contribute ideas for improving customer experience, internal processes, and documentation
  • Act 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 platforms
  • Google 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 support
  • Experience supporting a DTC, eCommerce, or retail brand preferred
  • Strong written English communication skills with a calm, empathetic tone
  • Highly organized, detail-oriented, and comfortable juggling multiple priorities
  • Ability to think end-to-end from both a customer and business perspective
  • Proactive self-starter who can adapt workload based on seasonal demand
  • Comfortable working independently in a remote, fast-moving environment

Shift Schedule:

  • Monday to Friday, with some overlap with US business hours preferred
  • Increased coverage expectations during peak seasons and promotional periods
  • Flexible task allocation during off-peak periods

  • ECU - Customer Service Representative

    hace 7 días

    Quito Tidal $17.300 per year

    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. · 3–5 years of freelancing experience. · Excellent written and verbal English communication (C1 or C2 level). · ...

  • ECU - Customer Service Representative

    hace 3 semanas

    Quito, Provincia de Pichincha Tidal $17.000 - $22.000 per year

    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. · Respond to customer inquiries related to orders, returns, exchanges, refunds, and product questions via email and othe ...

  • Pasante de Customer Service

    hace 1 mes

    Quito, Pichincha Doval Group S.C.C. $10.080 - $14.400 per year

    En DOVAL busca un pasante para apoyar en el área de Customer Service y Operaciones. · Seguimiento de embarques (marítimos y aéreos) · Actualización de status a clientes · ...

  • Pasante de Customer Service

    hace 1 mes

    Quito Doval Group S.C.C. $10.080 - $14.400 per year

    En DOVAL buscamos un pasante para apoyo en el área de Customer Service y Operaciones con interés en aprender. · Seguimiento de embarques · Actualización de status a clientes · ...

  • Customer Service Representative

    hace 1 semana

    Quito Scale Up Recruiting Partners $100.000 - $120.000 per year

    We're looking for a friendly, organized, and proactive Customer Service Representative who enjoys helping customers and managing multiple communication channels. · Make outbound calls daily to existing customers and membership program members to schedule or confirm appointments. ...

  • Customer Service Representative

    hace 1 mes

    Quito Canton, Pichincha BUOY Staffing Remote job$20.000 - $80.000 per year

    We are looking for a highly motivated Entry-Level Customer Service Representative to join our digital marketing team and support our marketing efforts with a strong emphasis on social media outreach and customer engagement. · ...

  • Bilingual Customer Service and Sales Representative

    hace 1 mes

    Quito, Provincia de Pichincha Teamficient $18.000 - $24.000 per year

    We are looking for a Bilingual Customer Service and Sales Representative with 2+ years of experience in CSR roles in English and Spanish. · Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner. · Provide accurate information a ...

  • Customer Experience Representative – Bilingüe Inglés/Español

    hace 17 horas

    Quito, Pichincha Prosperity Ecuador $53.000 - $63.000 per year

    Brindar soporte administrativo (gestión de agendas, documentación, reportes), atender consultas de clientes en inglés y español vía correo, chat y llamadas. · ...

  • Client Service Representative

    hace 2 meses

    Quito Qureos Inc Full time$8.320 - $10.560 per year

    Join The Credit Pros for a full-time remote opportunity as a client service representative driving client satisfaction and revenue growth objectives. · ...

  • Copy of Client Service Representative

    hace 2 meses

    Quito Qureos $8.000 - $20.000 per year

    We are seeking talented individuals who are passionate, eager to learn, and thrive on fresh challenges. · Respond to customer inquiries and requests over the phone, email and chat based on SOPs · ...

  • Remote Customer Service Agent

    hace 5 días

    Quito MCI Careers Full time

    +MCI is one of the fastest-growing tech-enabled business services companies in the USA with a strong call center footprint. · ...

  • Auxiliar administrativo

    hace 2 semanas

    Quito, Provincia de Pichincha PwC

    Ayudar en actividades administrativas generales, incluyendo digitalización de rutas y reportes, soporte en entrega y devolución de tarjetas de acceso y llaves, etiquetado de carpetas y archivo pasivo. · ...

  • Auxiliar administrativo

    hace 2 semanas

    Quito PwC

    Ayudar en actividades administrativas generales. · ...

  • Contact Centre Advisor

    hace 1 mes

    Quito, Provincia de Pichincha DHL $12.500 - $30.000 per year

    El Contact Centre Advisor será responsable de asegurar la satisfacción y calidad del servicio al cliente, respondiendo y solucionando cada necesidad de los clientes de acuerdo con los más altos estándares y procedimientos de DHL Express. · Cumplir con los procedimientos de servic ...

  • Pasante Planeación Demanda

    hace 2 meses

    Quito, Provincia de Pichincha MSD $15.000 - $30.000 per year

    El Pasante en Ecuador tendrá la oportunidad de aprendizaje en la operación logística de manera integral, desarrollando habilidades en el manejo de relaciones interpersonales y adquiriendo conocimientos técnicos en herramientas de sistema. · Trabajará de la mano con el equipo de S ...

  • Pasante Planeación Demanda

    hace 2 meses

    Quito, Pichincha MSD LATAM $10.000 - $30.000 per year

    El Pasante en Ecuador tendrá la oportunidad de aprendizaje y desarrollo profesional en la operación logística de una empresa. · Seguimiento de proyectos e iniciativa del equipo de SCM. · Apoyo en gestiones administrativas del área de Demand Planning. · Apoyo a todo el equipo de S ...

  • Country Sales Representative Ecuador

    hace 1 semana

    Quito, Ecuador PBpay

    We are looking for a Country Sales Representative to provide world-class customer service through every written and spoken outlet. This position is responsible for building deep connections, interacting through all platforms to engage, educate, and sell PBpay's infrastructure. · ...

  • Sales Representative

    hace 2 semanas

    Quito, Pichincha SynergyPro Outsourcing

    We're seeking a Sales Representative based in Quito to identify and reach out to potential customers, manage relationships with existing clients, and achieve sales targets. · ...

  • Banco de talento para personas con capacidades diferentes y personas sustitutas

    hace 2 meses

    Quito PwC

    En PwC, fomentamos una cultura inclusiva que valora la diversidad y promueve que cada persona pueda ser auténtica todos los días. Una carrera profesional en nuestra Firma te ofrecerá la oportunidad de contribuir activamente a nuestra estrategia.Nuestras habilidades se pueden resu ...

  • Banco de talento para personas con capacidades diferentes y personas sustitutas

    hace 2 meses

    Quito PwC Full time

    En PwC, fomentamos una cultura inclusiva que valora la diversidad y promueve que cada persona pueda ser auténtica todos los días, potenciando así el desarrollo pleno de su talento. Una carrera profesional en nuestra Firma te ofrecerá la oportunidad de contribuir activamente a nue ...

  • Technical- Sales or CSM

    hace 2 meses

    Quito, Pichincha IBM $60.000 - $120.000 per year

    This is a proactive PwD Search for IBM Legal quota in Ecuador. · ...