CRI - Account Manager & Customer Support Lead at Tidal · San José

Job Title: Account Manager & Customer Support Lead

Contractor Fee: $2,400–$2,800/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 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, Monday.com, 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 4–5 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.