Job Description

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-commerceenvironment Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customersatisfaction 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 supportdata 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 supportor 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-commerceenvironments Advanced experience using Zendesk or comparable customer supportticketing 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 managementabilities

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-commercebrands Background in CX strategy, support operations*, or team leadership
Experience working in omnichannel supportenvironments Familiarity with CRM platforms and customeranalytics tools

Tools & Technology

Zendesk or similar customer supportplatforms Shopify and e-commerce supporttools AI-powered chatbots, automation, and self-service solutions*
CX analytics and reporting tools Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)

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