ARG Account Manager & Customer Support Lead

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 Account Manager & Customer Support Lead for a growing food and beverage manufacturing company. You will manage customer relationships handle questions and issues coordinate with internal teams and make sure customers receive clear and timely updates throughout their projects and orders.

Key Responsibilities:

• Serve as the main point of contact for assigned customer accounts understand their priorities timelines and expectations and maintain strong ongoing relationships.

• Manage customer questions requests issues and escalations from initial contact through resolution while providing clear and proactive updates.

• Coordinate with production procurement operations logistics sales and leadership to gather information solve problems and keep customer commitments on track.

• Track open requests deadlines follow-ups account notes and next steps to make sure customer needs and internal action items are completed.

• Communicate updates involving production schedules inventory orders shipments timelines delays and other customer deliverables.

• Identify recurring customer issues account risks or process gaps and help improve customer communication and support workflows.

• Maintain organized customer records and keep leadership informed of important account updates concerns escalations and outstanding items.

Software/Platforms/Tools:

• CRM or account management platforms

• Customer support or ticketing systems

• Google Sheets and Google Docs

• Slack

• Microsoft Excel

• Asana ClickUp or similar project management tools

• Claude ChatGPT or similar AI tools

Qualifications:

• At least 3 years of experience in account management customer success client services customer support or a similar customer-facing role.

• Professional fluency in both English and Spanish written and spoken.

• Experience managing customer relationships resolving issues and coordinating requests across multiple internal teams.

• Strong organization and follow-through with the ability to manage multiple accounts deadlines requests and priorities independently.

• Comfortable handling customer escalations delays service issues and difficult conversations in a professional and solution-focused manner.

• Strong written and verbal communication skills preferably with experience supporting U.S.-based customers or companies.

• Proactive dependable detail-oriented and comfortable working in a fast-growing environment where processes may still be developing.

• Experience in food and beverage CPG contract manufacturing manufacturing consumer products eCommerce or DTC is a plus.

Shift Schedule:

• Monday to Friday with approximately 45 hours of daily overlap with U.S. Eastern Time (ET) business hours for customer communication internal coordination and meetings. The remaining working hours may be completed asynchronously. Exact working hours will be agreed upon directly between the contractor and the client.