Senior Customer Support / Customer Experience Manager (E-commerce)

Job description

Join Hire Hangar and work with fast-growing global companies while building a long-term career. ### **Job Title** Senior *Customer Support* / *Customer Experience* Manager (*E-commerce*) **Location** Remote **Time Zone** US Time Zones (EST–PST) **Role Overview** We are seeking a Senior *Customer Support* / *Customer Experience* Manager to lead and elevate *customer support* *operations* for a growing *e-commerce* business. This role owns the full *customer support* lifecycle from *onboarding* through post-purchase *support* and retention - while driving operational excellence, *automation*, and *customer* satisfaction at scale. You will act as a strategic partner to *Product*, Engineering, *Operations*, and Growth teams to ensure a seamless, high-quality *customer experience* across all *customer* touchpoints. **Key Responsibilities** - Own and optimize end-to-end *customer support* and CX *operations* within an *e-commerce* environment - Personally handle and resolve complex, high-*ticket*, or escalated *AI*-assisted *support* cases to ensure *customer* satisfaction - Lead *customer* *onboarding* processes to ensure fast time-to-value and strong early *customer engagement* - Manage and continuously improve *Zendesk* *ticket* *workflows*, SLAs, macros, triggers, and *automations* - Analyze *support* data and CX metrics to identify trends, root causes, and improvement opportunities - Implement, manage, and optimize *AI*-driven *support* tools, including chatbots, *automations*, and self-service *solutions* - Collaborate cross-functionally with *Product* and Engineering to resolve systemic issues and improve *product*-driven CX - Develop and maintain *support* documentation, internal playbooks, and *customer*-facing knowledge bases - Ensure consistent, high-quality *customer* interactions across all *support* channels (*email*, chat, and self-service) - Mentor and guide junior *support* or CX team members as the team scales **Required Qualifications** - 5+ years of experience in *Customer Support*, *Customer Success*, or *Customer Experience* roles, preferably within *e-commerce* - Strong, hands-on experience working in *Shopify*-based *e-commerce* environments - Advanced experience using *Zendesk* or comparable *customer support* ticketing systems - Proven experience owning *customer* *onboarding* and post-purchase *support* *workflows* - Experience implementing or operating *AI*-powered *support* tools, *automations*, or self-service platforms - Strong analytical skills with hands-on experience using CX metrics such as *CSAT*, *NPS*, FCR, and SLA performance - Excellent written and verbal communication skills with strong *stakeholder management* abilities - **Non-negotiable:** Prior experience working in fully remote roles, fluency with remote collaboration tools (such as Slack, Zoom, Google Workspace, Asana, or similar), and experience working with US- or UK-based companies. Candidates without this remote work experience will not be considered. **Preferred Qualifications** - Experience scaling *customer support* *operations* within high-growth *e-commerce* brands - Background in CX strategy, *support* *operations*, or team leadership - Experience working in omnichannel *support* environments - Familiarity with *CRM* platforms and *customer* analytics tools **Tools & Technology** - *Zendesk* or similar *customer support* platforms - *Shopify* and *e-commerce* *support* tools - *AI*-powered chatbots, *automation*, and self-service *solutions* - CX analytics and reporting tools - Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms) We connect top talent with vetted employers, competitive pay, and real growth opportunities.