eCommerce Customer Support Manager – Shopify & Zendesk

About the role

We are looking for a remote Customer Support Manager to join a growing eCommerce company in the automotive aftermarket. The role focuses on high‑quality email support for Shopify‑based stores, using Zendesk to handle order, product and warranty inquiries.

Key responsibilities

• Manage customer inquiries through Zendesk, delivering timely and professional responses.
• Assist customers with order updates, returns, shipping, warranty and product support.
• Resolve Shopify order issues, including modifications, refunds, cancellations and fulfillment concerns.
• Investigate and troubleshoot customer problems independently, coordinating with internal teams as needed.
• Maintain strong response times and high customer satisfaction scores.
• Collaborate with Operations and eCommerce teams to improve support processes and customer experience.
• Identify recurring issues and propose workflow or documentation improvements.
• Leverage AI tools such as Claude to increase efficiency where appropriate.
• Document all interactions and keep accurate records 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‑related industries.
• 1+ year of hands‑on experience using Zendesk as the primary support platform.
• Strong understanding of drop‑shipping and Shopify order management workflows.
• Excellent written English communication skills.
• Experience handling email and ticket‑based support rather than high‑volume phone calls.
• Proven problem‑solving abilities and attention to detail.
• Ability to work independently in a remote environment.

Required skills

• Shopify
• Zendesk
• Google Workspace
• Slack
• AI tools (e.g., Claude)

What we offer

• Part‑time (20 hours/week) with the potential to transition to full‑time.
• Fully remote work for candidates based in the United States.
• Opportunity to shape scalable support processes in a fast‑growing company.