Tidal
Tidal
About the job
Job Title: Customer Experience Manager (E-Commerce)
Contractor Fee: $2,500–$3,000/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 hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touchpoints.
Key Responsibilities:
Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.
Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
Serve as an escalation point for complex customer issues.
Oversee product returns and provide monthly insights.
Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.
Software/Platforms/Tools:
CX Platform: Gorgias
Reviews: Judge.me, Trustpilot, Amazon, Google
E-commerce Platform: Shopify
Comms: Slack, Google Workspace
Qualifications:
3-5 years of freelancing experience
Strong written and verbal English communication skills (C1/C2 level)
3-5+ years of CX leadership experience, ideally in DTC e-commerce
Proven track record of improving CX support metrics (CSAT/C-STAT, FRT, etc.)
Experience managing offshore or remote teams
Strong analytical and organizational skills, with a proactive approach to reporting
Fluent English communication, both written and verbal
Ability to work full U.S. hours (LATAM-based candidates preferred)
Shift Schedule:
Monday to Friday, 9:00 AM to 5:00 PM US PST
Customer Experience Manager (E-Commerce)
Tidal helps 8-figure DTC brands & agencies build elite offshore teams. We’re not traditional recruiters—we’re operators who scaled Vincero Collective into a 9-figure brand with a global team across the Philippines, Latin America, and beyond. We started Tidal to solve a problem we faced firsthand: US mid-level hires were expensive and short-term. Offshore talent was affordable but hard to get right. So we built a system—refined over a decade—that now helps eComm founders: ✔ Hire A+ offshore talent for 50–70% less ✔ Build execution-heavy teams that actually scale ✔ Stop wasting time on bad hires and flaky freelancers What makes us different? → Built by operators, not recruiters → We act like a GM, not just a talent scout → Done-for-you process: vetting, interviews, skill tests, onboarding → We specialize in roles that require eComm experience & deep execution If you’re ready to build a world-class offshore team that just gets it done—we should talk.