Hire Hangar
Senior Customer Support / Customer Experience Manager (E-commerce)
Remote work allowed only within certain countries or regions.
Employer listed it 8 weeks ago · Added yesterday
Been open since 8 weeks ago. Long-running listings are sometimes left up after the role is filled.
Salary
$1,700–$2,200 a month
Location
Timezone
Not stated
Contract
Contract
Experience
Senior
Category
Customer Support
Published by the employer
Remote flexibility
Region Restricted
Remote work is allowed, but only for candidates based in South Africa, Chile, Morocco, Peru, Argentina, Panama, Mexico.
What the employer says
- Source listing states candidate location: "South Africa - Cape Town, Papua New Guinea - Port Moresby, Chile - Santiago, Morocco - Casablanca, South Africa - Johannesburg, Morocco - Rabat, Columbia - Medellín, Peru - Lima, Argentina - Buenos Aires, Panama - Panama City, Mexico - Mexico City, Remote"
What Nomaders makes of it
- Applications outside the listed area are usually rejected
- Timezone overlap with the listed area is often expected
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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
Requirements
- ·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
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, region restricted, matches where you plan to live and work.
- 2Tailor your CV to the role at Hire Hangar, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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