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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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