Careers at Cherry Assistant
eCommerce Customer Support Manager
- company
- Cherry Assistant
- location
- South Africa (remote)
- work mode
- remote
- posted
- 1 Oct
- 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**
- 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.