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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support platform selection, implementation, and automation workflows, with a strong focus on e-commerce operations and marketing integration. Proven ability to optimize customer engagement and retention through data-driven strategies and effective project management.
Highest-signal resume keywords
Customer Support Platform ImplementationE-Commerce Operations ManagementAutomation Workflow DevelopmentCampaign Performance AnalysisProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support Systems IntegrationAutomated Workflows DevelopmentCRM WorkflowsData AnalysisCustomer Retention StrategiesE-Commerce Platform ManagementMarketing Funnel CreationOperational Systems BuildingPerformance Metrics InterpretationProcess Improvement
Soft Skills
Analytical SkillsProblem-SolvingOrganizational SkillsCommunication SkillsStakeholder Management
Tools & Technologies
GorgiasZendeskFreshdeskShopifyZapierMakeN8nMeta AdsGoogle AdsTakealot Seller Portal
Industry Keywords
E-Commerce OperationsCustomer Experience OperationsGrowth OperationsMarketing OperationsInternational Expansion
About the role
Key responsibilities & impact- Research, evaluate and select an appropriate customer support platform
- Lead setup, configuration and integration of customer support systems
- Implement and optimise platforms such as Gorgias, Zendesk, Freshdesk or similar
- Develop automated customer service workflows and integrate support systems with Shopify and other e-commerce platforms
- Design, build and manage automated WhatsApp marketing funnels
- Create customer engagement, retention and reactivation sequences
- Develop customer segmentation and personalised messaging workflows
- Monitor campaign performance and optimise customer engagement and retention
- Identify operational inefficiencies and opportunities for automation
- Build and implement automated workflows using Zapier, Make, n8n or similar tools
- Integrate systems across customer service, marketing and e-commerce operations
- Develop scalable processes and continuously improve existing automations
- Support paid advertising campaigns across Meta and Google Ads
- Review campaign performance, conversion metrics and return on investment
- Collaborate with marketing to improve campaign effectiveness
- Assist with growth initiatives, customer acquisition and retention strategies
- Support day-to-day operations across Shopify, Takealot and Amazon
- Assist with marketplace integrations and operational improvements
- Support international expansion initiatives, particularly within the US market
- Contribute to Amazon marketplace operations and related processes
- Develop systems supporting increased order volumes and customer growth
- Select, configure, integrate and launch a customer support system within the first 90 days
- Build and activate automated customer communication and retention workflows
- Establish a prioritised automation roadmap and begin implementation
- Contribute to paid media optimisation, marketplace operations and international growth initiatives
Requirements
What you’ll need- Approximately 2–5 years of experience in e-commerce operations, growth operations, marketing operations, customer experience operations or a related field
- Proven hands-on experience building and implementing operational systems or automation workflows
- Experience with customer support platform selection, implementation and integration, or WhatsApp, SMS or email marketing automation funnels, or business process automation using Zapier, Make, n8n or similar tools
- Working knowledge of Shopify and e-commerce marketplace operations
- Familiarity with Takealot Seller Portal and/or Amazon Seller Central
- Understanding of customer retention, CRM workflows and automated communications
- Exposure to Meta Ads and Google Ads, including the ability to interpret campaign performance
- Strong analytical, problem-solving and organisational skills
- Ability to independently manage projects from initial planning through implementation
- Willingness to work on-site in Paarden Eiland, Cape Town, during the probation period
- Strong hands-on approach to building and implementing solutions
- Genuine interest in automation, systems integration and process improvement
- Ability to work independently with minimal supervision
- Comfort working within a small, entrepreneurial and fast-moving team
- Strong commercial awareness and understanding of operational efficiency
- Excellent communication and stakeholder management skills
- Flexibility to manage multiple priorities across customer support, marketing and operations
- Results-driven mindset, with ability to measure the impact of implemented solutions
- Updated CV and practical examples of personally built systems, automation workflows, customer support implementations or marketing funnels
- Comfort independently building and managing systems
Benefits
Comp & perks- Potential for hybrid working following successful completion of probation
- Opportunity to work directly with senior leadership and influence operational improvements
- Exposure to customer experience, marketing technology, e-commerce and international marketplaces
- Opportunity to make a measurable impact on business efficiency, customer retention and growth