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

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career.

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  Own and optimize end-to-end customer support and CX operations within an e-commerce environment

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  Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction

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  Lead customer onboarding processes to ensure fast time-to-value and strong early customer engagement

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  Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations

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  Analyze support data and CX metrics to identify trends, root causes, and improvement opportunities

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  Implement, manage, and optimize AI-driven support tools, including chatbots, automations, and self-service solutions

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  Collaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product-driven CX

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  Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases

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  Ensure consistent, high-quality customer interactions across all support channels (email, chat, and self-service)

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  Mentor and guide junior support or CX team members as the team scales

• 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

• • 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

• 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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