eCommerce Customer Support Manager

We are hiring a Customer Support Manager (Shopify & Zendesk) for a growing eCommerce company in the Automotive Aftermarket industry. This is a Part-Time-to-Full-Time remote role for a US-based company.

This role is ideal for someone who is customer-focused, technically minded, highly organized, and experienced supporting Shopify-based eCommerce brands. You'll be responsible for managing customer inquiries through Zendesk, resolving order and product-related issues, and delivering an exceptional customer experience while collaborating closely with the operations and eCommerce teams. This is not a call center environment—the focus is on thoughtful, high-quality email support and problem-solving.

Key Responsibilities

• Manage customer support inquiries primarily through Zendesk, providing timely, professional, and accurate responses.
• Assist customers with order updates, returns, shipping questions, warranty inquiries, and general product support.
• Resolve Shopify order issues including order modifications, refunds, cancellations, and fulfillment-related concerns.
• Investigate customer issues independently and coordinate with internal teams when required.
• Maintain excellent response times while ensuring a high level of customer satisfaction.
• Work closely with the Operations and eCommerce teams to improve customer experience and support processes.
• Identify recurring customer issues and recommend improvements to workflows and documentation.
• Utilize AI tools, including Claude, to improve efficiency and enhance customer support where appropriate.
• Document customer interactions and maintain accurate records within Zendesk.
• Contribute to building scalable customer service processes as the company grows.

Required Qualifications

• 3+ years of customer support experience working directly for a Shopify eCommerce brand.
• 2+ years of experience supporting customers within the automotive, technical, mechanical, or engineering-related industries.
• 1+ hands-on experience using Zendesk as the primary customer support platform.
• Strong understanding of drop-shipping and how Shopify-based drop-shipping stores operate.
• Strong understanding of Shopify order management and customer workflows.
• Excellent written English communication skills.
• Experience handling customer issues through email and ticketing systems rather than high-volume phone support.
• Strong problem-solving abilities and attention to detail.
• Comfortable working independently in a remote environment.

Preferred Qualifications

• Experience working with AI-powered customer support tools such as Claude or similar AI assistants.
• Experience improving customer service workflows and documentation.
• Previous experience in a growing eCommerce business.

Required Skills & Tools, Platforms & Software

• Shopify
• Zendesk
• Google Workspace
• Slack
• AI tools (Claude or similar)

Core Skills

• Customer Support
• Shopify Order Management
• Written Communication
• Problem Solving
• Time Management
• Process Improvement
• Attention to Detail
• Customer Experience

Schedule & Pay

• Full-Time position; 40 hours per week; Monday to Friday, 9 AM to 5 PM US Time
• This is a fully remote job for a UK-based company
• Pay ranges from ZAR 14,000 - ZAR 20,000 / $860 - $1200 per month
• Includes onboarding support, training resources, and growth potential with a long-term engagement

System Requirements

• Internet speed of at least 25 Mbps
• Computer with a 2.4 GHz processor or higher
• 8 GB of RAM or higher
• Windows 10 or newer, or Mac OS X 10.10 or newer
• HD 720p webcam
• Headset with a microphone

Benefits

• Competitive pay rates.
• Enjoy the flexibility of working remotely from any location of your choice.
• Eliminating commute time.
• Consistent work with the same clients, fostering long-term professional relationships.
• Opportunities for career advancement and professional growth.
• Stable work hours and consistent pay.
• A supportive and inclusive work environment that values diversity.

We are seeking a dedicated professional who thrives in a fast-paced environment and is passionate about delivering high-quality support to the automotive community. If you are an organized problem-solver with a strong technical background in Shopify and Zendesk, we encourage you to apply and grow your career with our dynamic team.