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

The role

This person will lead and elevate customer support operations for a growing e-commerce business. They will own the customer support lifecycle and act as a strategic partner to Product, Engineering, Operations, and Growth teams.

What you will do

• 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
• Lead customer onboarding processes
• Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations
• Analyze support data and CX metrics to identify trends and improvement opportunities
• Implement, manage, and optimize AI-driven support tools
• Collaborate cross-functionally with Product and Engineering
• Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases
• Ensure consistent, high-quality customer interactions across all support channels
• Mentor and guide junior support or CX team members

Required qualifications

• 5+ years of experience in Customer Support, Customer Success, or Customer Experience roles
• 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
• 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)
• Experience working with US- or UK-based companies

Nice to have

• 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

About the company

Hire Hangar connects top talent with vetted employers, competitive pay, and real growth opportunities.