Customer Support Specialist

Customer Support Specialist

Fourthwall · https://fourthwall.com/

Please watch this 2-minute video first: https://www.loom.com/share/d05860ec1cf84859a13a0e4ac074371b

Fully Remote · Independent Contractor · Latin America

Compensation: $1,400–$1,800 USD per month, depending on skills and experience

Hours: Eight hours of coverage per day, Monday–Friday, on a shift aligned with US business hours (PT, MT, CT, or ET). Weekend coverage is rotated within the team, and anyone who works a weekend day gets a weekday off in lieu.

Location: Fully remote, Latin America

About Fourthwall

Fourthwall helps creators build and grow their businesses by giving them the tools to launch shops, sell products, manage memberships, connect with fans, and create meaningful experiences for their communities.

The Customer Support team takes care of the other side of the counter: the fans and supporters who buy from creators' shops. We give them fast, accurate answers about their orders so creators can stay focused on their communities instead of their inbox. Support is white-label — thousands of shops, one team — so on any given ticket you're answering as that creator's support team.

About the Role

You'll work in Zendesk, responding to supporter tickets across orders, shipping and delivery, refunds and replacements, and memberships. Most tickets look simple on the first read and aren't: you'll cross-check order, shipping, and account details across several internal tools before you answer.

AI tools and macros already draft a lot of responses. Your value is knowing whether the draft is right — understanding what's actually happening behind the scenes, testing a feature yourself when you're not sure, and catching the detail that changes the answer.

We're a lean, fast-moving team heading into a major demand spike. We're looking for someone who learns quickly, stays calm when volume jumps, and keeps the queue moving without sacrificing accuracy.

What You'll Do

• Manage and resolve supporter tickets in Zendesk.
• Answer questions about orders, shipping and delivery, refunds, replacements, and memberships.
• Investigate before responding: cross-check order, shipping, and account details across internal tools, help center docs, and support workflows.
• Review AI-drafted responses and macros for accuracy before sending, and correct them when they're wrong.
• Test features and flows yourself to confirm how something works before telling a supporter.
• Escalate complex or sensitive cases to operations, payments, fraud/risk, or engineering with clear internal notes.
• Communicate clearly, professionally, and empathetically, especially with frustrated or urgent supporters.
• Jump in during volume spikes and keep tickets moving.
• Spot repeat issues and flag them so the root cause gets fixed.

What We're Looking For

• Excellent written English (C1+ / near-native). Accent doesn't matter; clear, accurate writing under pressure does.
• Strong analytical skills: you break a confusing ticket into parts, check the facts, and only then respond.
• Tech-savvy and fast online: comfortable moving quickly between multiple web-based tools and confident troubleshooting basic website and account issues.
• Quick learner with a tester mindset: features and processes change constantly, and you'd rather try something yourself than guess.
• Experience in customer support (e-commerce, marketplace, SaaS, or similar), ideally supporting US or international customers through a ticketing system.
• Attention to detail: order numbers, addresses, and account details all have to be right.
• Self-sufficient: you take ownership, ask smart questions, and see things through without being chased.
• Good judgment on sensitive topics like refunds, account access, and disputes.

Nice to Have

• Hands-on Zendesk experience (or Gorgias, Intercom, Kustomer, Help Scout, or similar).
• Familiarity with Shopify, Etsy, WooCommerce, or another e-commerce platform.
• Familiarity with Stripe, PayPal, or similar payment tools.
• Experience with print-on-demand, memberships, digital products, or supporting creators and small online sellers.
• Backgrounds like teaching English or training others — people who think fast and explain things clearly tend to do very well here.
• Weekend availability.

What Success Looks Like

Supporters feel heard, tickets are handled accurately and efficiently, and the queue keeps moving even during high-volume periods. You navigate Zendesk confidently, know when to escalate, resolve issues with ownership, and build trust through clear, thoughtful support.

Contract and Compensation

• $1,400–$1,800 USD per month, depending on skills and experience.
• Independent contractor agreement.
• Fully remote. You'll need your own computer and a reliable internet connection.

Application Process

1. Apply
2. 20-minute AI interview
3. 20-minute interview with Latin Remote Workers
4. Practical take-home assessment
5. Interview with Fourthwall