Senior Customer Support / Customer Experience Manager (E-commerce)
At Hire Hangar · South Africa - Cape Town; Papua New Guinea - Port Moresby; Chile - Santiago; Morocco - Casablanca; South Africa - Johann…
Salary: US$1,700–2,200 a month
- Customer support
- Contract
- Senior
See how well you match Match me reads your CV and picks the jobs that suit you best.
Get jobs like this within hours Radar is free for 7 days with just your email, no card.
Where you can work from
Open to Argentina, Chile, Colombia and 6 more
“South Africa - Cape Town”
From the location.
“Papua New Guinea - Port Moresby”
From the location.
“Chile - Santiago”
From the location.
“Morocco - Casablanca”
From the location.
“South Africa - Johannesburg”
From the location.
“Morocco - Rabat”
From the location.
Report a mistake
- Posted
- 28 July 2026
- First seen by us
- 8 October 2026
- Last checked
- 43 hours ago
Job description
From Hire Hangar’s job post, as they wrote it.
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.
Read the full description
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.
Get jobs like this by email
Once a week, we email the new remote jobs open where you live, each with the line that proves it. Every email has a one-click unsubscribe.
