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 USA-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

• Part-Time position; 20 hours per week; Monday to Friday, between 9 AM to 5 PM UK Time (UK Time Zone).

• Opportunity to transition to Full-Time based on performance and business needs

• This is a fully remote job for a UK-based company

• Pay ranges from R7,000 - R10,000 / $430 - $600 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.