Remote Shopify, Customer Support & Digital Product Assistant

Role title:
Remote Shopify, Customer Support & Digital Product Assistant

Company:
Scan Ladder / Full Arch Technologies

Location:
Remote, South Africa

Hours:
Part-time, approximately 10 hours per week initially, with scope to increase to 15–20 hours per week depending on performance and company growth.

Role overview:
We are looking for a professional, organised and customer-focused remote contractor to support the day-to-day sales administration, customer enquiries, reseller support and digital product support for Scan Ladder, an innovative dental technology product used by implant dentists, dental laboratories and digital dentistry teams internationally.

The role will involve monitoring Shopify enquiries, email enquiries, Facebook messages, Instagram messages and other customer communication channels, responding using approved information from our website and internal resources, chasing abandoned carts, supporting simple customer and reseller questions, and helping ensure that no sales or support enquiry is missed.

The successful candidate will also be trained to provide basic support for Scan Ladder digital libraries, including becoming familiar with exocad workflows and being able to guide customers through basic library installation steps using approved instructions and support materials.

This is a remote independent contractor role, suitable for someone who is organised, responsive, professional and comfortable learning technical product information.

Key responsibilities:

1. Monitor Shopify enquiries, contact forms, order notifications, abandoned carts and customer activity where access is provided.

2. Monitor company email inboxes and respond to simple customer and reseller enquiries using approved information from the Scan Ladder website, FAQs, brochures, product pages and internal support documents.

3. Monitor Facebook and Instagram messages and ensure all enquiries are answered, logged or escalated appropriately.

4. Respond to simple product, pricing, ordering, shipping, reseller and general information requests using approved templates and company guidance.

5. Chase abandoned carts and incomplete Shopify orders using approved follow-up messages.

6. Check order issues, customer questions, missing information, shipping queries and reseller requests.

7. Maintain Shopify product listings, product descriptions, downloads, brochures, videos and support resources where instructed.

8. Upload or organise approved brochures, videos, downloads, reseller resources and customer support materials.

9. Learn the basic Scan Ladder digital workflow and become familiar with exocad library installation support.

10. Provide basic first-line guidance to customers on how to install Scan Ladder libraries into exocad using approved step-by-step instructions.

11. Recognise when a question is technical, clinical, regulatory or outside approved guidance, and escalate it to Adam, Lucy, Octavian or the appropriate team member.

12. Keep a simple enquiry and support log, including customer name, email, country, enquiry type, action taken, whether it was resolved and whether follow-up is required.

13. Support resellers by sending approved product information, installation guidance, marketing materials and links to relevant resources.

14. Ensure customer and reseller communication remains professional, accurate, friendly and consistent with the Scan Ladder brand.

15. Help keep the website, Shopify store and customer-facing support resources organised and up to date.

16. Prepare a weekly report summarising enquiries, abandoned carts, customer questions, reseller requests, technical issues, unanswered messages and recommended improvements.

Required skills:

1. Excellent written English.

2. Professional, polite and clear customer communication.

3. Strong organisational skills and attention to detail.

4. Comfortable using Shopify, email, Facebook, Instagram, spreadsheets and online systems.

5. Able to follow approved templates and avoid giving unsupported advice.

6. Willing to learn basic digital dentistry product information and simple exocad library installation support.

7. Comfortable handling customer and reseller enquiries independently, while escalating anything complex or technical.

8. Able to maintain accurate logs and report clearly each week.

9. Experience in Shopify, customer support, e-commerce admin, social media messages, CRM systems or technical support would be helpful.

10. Experience in dental, medical, healthcare, CAD/CAM, digital dentistry, software support or technical product support would be advantageous but is not essential.

Important:
This is an independent contractor role. The contractor will not have authority to agree pricing, issue discounts, approve reseller terms, enter contracts, make clinical claims, give clinical advice, provide regulatory advice or bind the company commercially.

The contractor may respond to enquiries using approved website information, FAQs, templates and internal support documents. Any technical, clinical, legal, regulatory or complex product question must be escalated to the appropriate member of the company team.

Pay:
Monthly retainer based on agreed hours and experience.

Suggested salary range:
ZAR 6,000 – 10,000 per month

For someone with stronger Shopify, customer support and technical/software experience, we may consider a higher rate.

Working pattern:
Flexible part-time hours, ideally checked daily Monday to Friday so that customer messages and enquiries are not left unanswered.

Timezone:
South Africa Standard Time (SAST / UTC+2)

Preferred working availability:
Approximately 1–2 hours per day, Monday to Friday, with some overlap with UK business hours. Additional flexibility may be needed during campaigns, product launches or reseller activity.

How to apply:
Please send a short message explaining your experience with:

1. Shopify or e-commerce administration

2. Customer support or email inbox management

3. Facebook, Instagram or social media message handling

4. CRM systems, spreadsheets or support logs

5. Technical product support or willingness to learn software support

6. Any experience with dental, medical, CAD/CAM, design software or healthcare products

Please also include your expected monthly rate for approximately 10 hours per week.