Join 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.