PHL - Customer Service Agent

2 days ago

Manila, National Capital Region, Philippines Tidal Full time $60,000 - $80,000 per year
Job Title: Customer Service Agent
Contractor Fee: $1,600/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're 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. You'll be responsible for leading customer support operations, optimizing CX workflows, and ensuring KPIs are consistently met or exceeded. If you're 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

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