Customer Service Lead

Job Title: Customer Service Lead

Contractor Fee: $1,500-$1,750/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:

We are seeking a highly organized and resourceful Customer Support & Executive Assistant to support one of our clients in logistics and e-commerce operations. This dual-role position involves managing customer communications and assisting the leadership team with administrative and operational tasks. The ideal candidate is proactive, communicative, and experienced in remote support roles for growing businesses.

Key Responsibilities:

• Serve as the first point of contact for customer inquiries across Shopify, Amazon, and other platforms.

• Resolve customer issues by coordinating with internal teams and following up until resolution.

• Assist in managing order processing, invoicing, and fulfillment-related queries.

• Support the leadership team by managing calendars, scheduling, and prioritizing communications.

• Track tasks, maintain documentation, and provide admin support to ensure team efficiency.

• Handle manual processes and assist in identifying opportunities for workflow improvement.

• Collaborate with team members across operations and marketing to support cross-functional goals.

• Document recurring issues, FAQs, and process updates to improve internal systems.

• Provide ad hoc project support and help streamline leadership’s task management.

Software/Platforms/Tools:

• Shopify

• Amazon Seller Central

• Gorgias

• Klaviyo

• Postscript

• Google Suite

• Slack

• Zoom

• Project Management Tools (Monday.com, Asana, Notion, etc.)

Qualifications:

• Must be a Filipino citizen.

• 3+ years of experience in customer support or executive assistant roles.

• Excellent English communication skills, both written and verbal.

• Experience with e-commerce platforms such as Shopify and Amazon.

• Comfortable using customer support tools like Gorgias or similar.

• Excellent organizational and time management abilities.

• Ability to work independently and coordinate across multiple stakeholders.

Shift Schedule:

• Monday-Friday, working hours during US EST