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where customer assets are used across platforms Ensure assets can be easily located and removed if permissions are withdrawn Support broader community engagement initiatives Use AI and reporting tools to identify common customer issues and trends Flag situations where proactive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 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) The Ideal Candidate: 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