PHL - Customer Service Agent

Job Title: Customer Service Agent

Contractor Fee: $1600/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 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:

Were looking for an Expert Customer Service Support Manager to support one of our growing e-commerce clients. The ideal candidate thrives in high-volume support environments and knows how to balance empathy efficiency and precision. Youll be responsible for leading customer support operations optimizing CX workflows and ensuring KPIs are consistently met or exceeded. If youre proactive detail-oriented and passionate about delivering world-class customer experiences while leveraging AI and automation this role could be a perfect fit.

Key Responsibilities:

• Manage all inbound support tickets via Zendesk with professionalism and empathy.

• Configure and optimize Zendesk views macros and automations.

• Handle Shopify/Amazon orders exchanges discounts and refunds.

• Respond to and resolve customer inquiries via social media (Facebook/Instagram).

• Maintain and improve AI-generated prompts canned responses and macros.

• Monitor and report on CX KPIs (Tickets Per Day First Reply Time Resolution Time CSAT NPS).

• Track performance metrics analyze data and provide actionable insights.

• Maintain knowledge base articles FAQs and best practices.

• Proactively identify and implement process improvements and AI automation.

• Collaborate cross-functionally with operations marketing and warehouse teams to resolve escalations.

• Record and report customer complaints and product suggestions.

Software/Platforms/Tools:

• CX Software: Zendesk Richpanel

• E-commerce: Shopify Amazon

• WMS: Shiphero NetSuite (or similar)

• Social Media: Facebook Instagram Meta Business Suite

• Analytics: Shopify Zendesk

• Productivity & Communication: Google Sheets Slack Google Workspace

• AI Tools: ChatGPT Claude AI Agents Make N8N Zapier

Qualifications:

• 3-5 years of freelancing experience with strong English communication skills (C1/C2 level).

• 2 years in a customer service leadership role (team lead/manager) in BPO or e-commerce.

• 5 years of customer service/BPO experience across sales support or technical roles.

• Proven Zendesk expertise in high-volume ticket environments.

• Hands-on Shopify and Amazon order management (orders refunds exchanges).

• Strong understanding of CX metrics: TPD FCR First Reply Time CSAT NPS.

• Skilled in writing empathetic responses and optimizing macros canned replies and AI prompts.

• Fast typing speed: 50 WPM 98% accuracy (demo required).

• Highly organized able to manage multiple priorities and high ticket volumes without sacrificing quality.

• Nice-to-have: familiarity with social media workflows e-commerce logistics AI-agent prompts and automation tools (OpenAI N8N Zapier).

Shift Schedule:

• Monday to Friday 9:00 AM 5:00 PM US PST