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

Role Summary

Join Hire Hangar and work with fast-growing global companies while building a long-term career.

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.

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

Requirements

• 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.

• Remote
• Time Zone
• US Time Zones (EST–PST)

About the Company

Meaningful Engagement: Move beyond a script-driven call center approach—truly connect with clients, understand their needs, and help them access the right resources.

Flexible Work Style: Benefit from a part-time structure that allows for personal flexibility while still meeting crucial response times.

Ongoing Training: Learn in-demand tools.

Team Culture: Collaborate with a supportive group that values curiosity, empathy, and genuine care for client outcomes.

To Apply

Please send your resume or CV. We look forward to hearing from you!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

We connect top talent with vetted employers, competitive pay, and real growth opportunities.