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- Ensure assets can be easily located and removed if permissions are withdrawn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
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