CS Manager / Coordinator (Shopify + Subscriptions)

This is an independent contractor role providing customer support coordination services for an eCommerce business using Shopify and subscription platforms.

The contractor will manage customer communications and subscription-related requests with professionalism, sound judgment, and strong spoken and written English fluency. This role involves real customer conversations and requires the ability to communicate clearly, naturally, and confidently.

This is not a basic inbox role. The contractor is expected to work independently, understand context, and respond thoughtfully without relying solely on scripts or templates.

Scope of Services

Manage customer support conversations via email and customer communication channels

Handle subscription-related requests including skips, swaps, pauses, upgrades, and cancellations

Communicate clearly and accurately about orders, shipping, billing, and subscriptions

Maintain accurate customer records within Shopify and subscription tools

Use judgment to resolve customer issues appropriately

Identify recurring issues and communicate them clearly when needed

Coordinate follow-ups related to customer support cases

Professional Standards

Strong spoken and written English fluency

Clear, natural communication style

Ability to handle nuanced customer situations

Independent, reliable, and detail-oriented

Avoid robotic or copy-paste responses

Escalate issues only when appropriate

Service Outcomes

Customer inquiries are handled accurately and efficiently

Subscription changes are executed correctly

Customer communication remains clear, calm, and professional

Support workflows remain organized and manageable