Shopify & Freshdesk Consumer Services
Remote | South Africa-Based | Temporary to Permanent
Company Overview
We are a UK-based direct-to-consumer ecommerce business operating globally, with a strong collector and fan community. Our customer base is primarily located in the UK and US, and we pride ourselves on delivering a high-quality customer experience that reflects our brand values and community focus.
Role Summary
The Consumer Services & Community Coordinator will take ownership of customer service communications across email and social platforms, ensuring customers receive timely, professional and brand-aligned support.
Over time, the role will expand into community engagement, customer insight gathering, proactive communication support, and management of customer-generated content and permissions.
This is a written-only support role with no phone responsibilities.
Core Responsibilities (Initial Focus)
Manage customer enquiries via email and Facebook using Freshdesk
Respond to order queries (WISMO), refunds, delivery delays and general support requests
Handle social media messages and comments, primarily on Facebook
Liaise with internal departments to gather accurate information for customers
Escalate issues thoughtfully and appropriately when required
Maintain clear and organised records within Freshdesk or related systems
Ensure all communication is professional, empathetic and aligned with brand tone
Community & Growth Responsibilities (As Role Develops)
Manage customer-submitted photos and content for use across social media, email marketing and website channels
Log customer submissions and maintain organised records
Record and track customer permissions for content usage
Track where customer assets are used across platforms
Ensure assets can be easily located and removed if permissions are withdrawn
Support broader community engagement initiatives
Use AI and reporting tools to identify common customer issues and trends
Flag situations where proactive customer communication may be required (e.g. product delays)
Summarise customer feedback, sentiment and recurring themes for senior management
Required Skills & Experience
Essential
Excellent written English communication skills
Strong customer service experience across email and social channels
Hands-on Shopify experience
Previous fully remote work experience
Ability to work independently with minimal supervision
Calm, professional judgement in public-facing communication
Strong organisational and administrative skills
Highly Desirable
Experience using Freshdesk or similar ticketing systems such as Zendesk or Gorgias
Previous experience within a DTC ecommerce brand
Experience supporting collector, fan or community-driven brands
Exposure to social media moderation and community engagement
Useful Bonus Experience
Customer content permissions and UGC workflow management
Comfortable using AI tools to identify trends, summarise insights and improve workflows
Experience tracking assets and permissions across marketing channels
Role Details
Location:
Remote (South Africa preferred)
Hours:
Flexible, primarily aligned to UK working hours with some overlap into US hours
Contract Type:
Temporary with strong potential to become permanent
Reporting Line:
Marketing & Ecommerce Manager (UK-based)
Ideal Candidate Profile
We are looking for someone who is:
Highly organised and detail-oriented
Comfortable working autonomously in a remote environment
Customer-focused with excellent written communication skills
Confident handling sensitive customer interactions professionally
Tech-savvy and adaptable to ecommerce support tools and AI-assisted workflows
Interested in community engagement and customer experience within a passionate fan or collector audience