eCommerce Customer Support Manager (Shopify & Zendesk)

About the role

We are seeking a remote Customer Support Manager to lead email‑based support for our Shopify‑driven automotive aftermarket store. The role focuses on delivering high‑quality assistance through Zendesk, handling order and product issues, and collaborating with operations and eCommerce teams.

Key responsibilities

• Manage inbound customer inquiries via Zendesk, ensuring timely and accurate responses.
• Assist customers with order updates, returns, shipping, warranty, and product questions.
• Resolve Shopify order issues, including modifications, refunds, cancellations, and fulfillment concerns.
• Investigate and troubleshoot customer problems independently, escalating to internal teams when needed.
• Maintain strong response times and high satisfaction scores.
• Work with Operations and eCommerce teams to refine support processes and improve the customer journey.
• Identify recurring issues and propose workflow or documentation enhancements.
• Leverage AI tools such as Claude to boost efficiency.
• Document all interactions accurately in Zendesk.

Required profile

• 3+ years of customer support experience for a Shopify eCommerce brand.
• 2+ years supporting customers in automotive, technical, mechanical, or engineering contexts.
• At least 1 year of hands‑on Zendesk usage as the primary support platform.
• Strong understanding of drop‑shipping and Shopify order management.
• Excellent written English communication skills.
• Proven ability to work independently in a remote environment.

Required skills

• Shopify
• Zendesk
• Google Workspace
• Slack
• AI tools (Claude or similar)

What we offer

• Part‑time position with the potential to transition to full‑time.
• Fully remote work arrangement.
• Opportunity to shape scalable support processes in a growing company.