• Analyze Shopify product catalog and merchandising workflows used by large e-commerce brands • Create and test AI-powered image automation recipes for Shopify retail and marketplace workflows • Identify repetitive Shopify image-production and PDP preparation tasks that can be automated using AI • Work closely with Shopify agencies, marketplace operators, and merchandising teams • Conduct audits of Shopify product image workflows across Shopify and marketplace channels • Research retailer-specific image and content requirements across Shopify ecosystem • Help define operational workflows for Shopify catalog onboarding, marketplace publishing, and merchandising automation • Collaborate with product, UX, AI, and growth teams to shape new workflow automation features • Help expand Crop.photo’s Shopify ecosystem and recipe automation library

• Strategically build AI visibility • Own the content lifecycle • Conduct workshops with clients • Track project progress • Maintain data and client folders • Act as internal knowledge lead for AI and GEO • Perform SEO and shop analyses • Sprint planning and project management

• Primary agency contact for clients • Direct communication with clients and development of ideas to increase sales • Operational tasks in Seller Central and Vendor Central accounts • Managing approximately 8–10 clients on an ongoing basis • Development of high-resolution product images in collaboration with designers

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