[Hiring] Shopify & Freshdesk Customer Support @Exclusively Remote Gibor Group

Role Description

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• Ensure assets can be easily located and removed if permissions are withdrawn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

Qualifications

• 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

Requirements

• 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

• 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