Customer & Ecommerce Manager

**About Life Supplies**

The oral care industry hasn’t changed in 50 years.

In 2024, we’re still sold toothpaste packed with harsh chemicals like SLS in single-use plastic tubes. This makes oral care one of the world’s largest plastic waste contributors.

It’s time for change.

But transforming the status quo isn’t easy.

Our mission is to build a team of optimistic, forward-thinking individuals determined to make a positive impact. We’re committed to creating healthier, cleaner formulations and tackling plastic waste.

**What you will do**:
**Own & Optimise Customer Support (CS)**
- Set up and manage our **CS tool** including **AI automations**:

- Respond to **complex queries AI can’t resolve** and refine **policies** to prevent recurring issues

**Improve Customer Experience & Retention**
- Create **knowledge base articles & FAQs** to help customers self-serve answers
- Develop **retention strategies** within CS to boost loyalty and revenue

**Manage Our Ecommerce Website**
- Manage our **Shopify** ecommerce platform, ensuring it runs smoothly
- Manage and **update website content**, including product pages, landing pages, and blog posts
- Oversee Shopify **workflows**, automation, and integrations to optimise efficiency
- Work with tech to **fix bugs**, improve site functionality, and implement new features
- Conduct regular **QA testing** to ensure the site is functioning properly across all devices.

**Turn Insights into Action**
- **Analyse trends** from customer queries to identify key business improvements
- **Collaborate with marketing, ops, and tech** to understand business context and **translate it into structured CS guidance, workflows, and automation**

**Build & Lead a High-Performing Team**
- **Recruit, train, and develop** CS agents
- Report regularly on **CS performance & insights** to the wider business

**Who we’re looking for**:
**Systems Thinker & Problem-Solver**
- You break down complex challenges into **structured workflows, automations and scalable processes**:

- You’re **proactive**, energised by solving issues and seeing the solution through to the end

**Customer-Centric & Empathetic**
- Empathetically solving customer problems **comes naturally to you** and feels rewarding
- You have **strong experience** in customer support for a digital-first brand

**Digitally Native & AI-Driven**
- You’re **familiar with Shopify**, Klaviyo, and other ecommerce tools
- You work with **AI tools** and have existing workflows to make you more efficient

**Strong Communicator & Content Creator**
- **Great writer** that knows how to produce content that’s optimised for an **AI agent**:

- Experience in creating **video content is a bonus**

**Data-Obsessed & Results-Driven**
- You love analysing metrics to uncover key insights and drive improvements
- **Growth-Oriented & Autonomous**:

- You thrive in a **fast-paced environment** where you’re given autonomy and **embrace high expectations**:

- Experience in **ecommerce or product management** is a strong preference

**What we’re offering**:
We realise we’re looking for a unicorn - someone who’s both **empathetic** (high EQ, great with people) and a **systems thinker** (structured, process-driven, automation-savvy) - when we find that person we’ll offer:

- **Competitive salary**:

- **Mission-driven company** - work on something meaningful
- **Talented, passionate team** - collaborate daily with high performers
- **Learning & development budget** - invest in your personal growth

Pay: R18 000,00 - R29 000,00 per month

Application Question(s):

- Share an impressive example of you coming up with an idea to automate a process and executing it?
- What AI tools have you used? Explain how they have improved efficiency.
- Share your experience of working with ecommerce tools such as Shopify & Klaviyo.
- What are your 3 strongest hard skills (write a maximum of 10 words).
- Summarise why you are excellent at solving technical and analytical problems? Use examples & keep it brief.

Expected Start Date: 2025/02/24