Senior Customer Support Customer Experience Manager

Join [Hire Hangar](https://himalayas.app/companies/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. Originally posted on [Himalayas](https://himalayas.app)