eCommerce Customer Support Manager

Cherry Assistant LLC; South Africa; Remote; ZAR 156,000 - 223,000; Full time

Benefits offered by this job

Competitive pay

Remote work ability

Long-term engagement

Career growth

Job summary

Cherry Assistant LLC is seeking a Customer Support Manager (Shopify & Zendesk) for a growing automotive aftermarket brand. This remote role is suitable for someone who focuses on thoughtful, high-quality email support rather than call center activities.

You will manage Zendesk inquiries, resolve order and product issues, and collaborate with operations and ecommerce teams to enhance the customer experience. Experience with Shopify and AI tools like Claude is a plus.

Qualifications

• 3+ years of customer support experience for a Shopify ecommerce brand.
• 2+ years supporting automotive/technical industries.
• 1+ hands-on Zendesk experience as the primary support platform.
• Strong understanding of Shopify order management and drop-shipping.
• Excellent written English and email/ticket-based support experience.
• Comfortable working remotely without call-center environments.

Responsibilities

• Manage customer inquiries via Zendesk with timely, professional responses.
• Assist customers with order updates, returns, shipping questions, and warranties.
• Resolve Shopify order issues including modifications, refunds, and cancellations.
• Investigate issues and coordinate with internal teams as needed.
• Maintain fast response times and high customer satisfaction.
• Collaborate with Operations and Ecommerce teams to improve processes.
• Identify recurring issues and suggest workflow/documentation improvements.
• Leverage Claude and other AI tools to boost efficiency.
• Document interactions and keep Zendesk records accurate.
• Help build scalable customer service processes for growth.

Skills

Written communication

Zendesk

Shopify experience

Email support

Remote work

Tools

Shopify

Zendesk

Google Workspace

Slack

Claude AI

Job description

• Excellent written English communication skills.
• Zendesk
• Written Communication

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.