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

Senior Customer Support / Customer Experience Manager (E-commerce) Join Hire Hangar and work with fast-growing global companies while building a long-term career. Location: Remote Time Zone: US Time Zones (ESTPST) 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 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.