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

Description

Summary: Seeking a Senior Customer Support/Experience Manager to lead and elevate customer support operations for a growing e-commerce business. Highlights: 1. Lead and optimize end-to-end customer support and CX operations 2. Strategic partner to Product, Engineering, Operations, and Growth teams 3. Mentor and guide junior support or CX team members Join Hire Hangar and work with fast\-growing global companies while building a long\-term, remote 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.