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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)
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