Senior Customer Support / Customer Experience Manager (E-commerce)
# Senior Customer Support / Customer Experience Manager (E-commerce) **Hire Hangar** · Argentina; Chile; Colombia; Mexico; Morocco; Panama; Peru; South Africa · `Remote` · `Contractor` 💼 **Уровень роли:** `Senior` 💰 **Компенсация:** `$1,700 – $2,200` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[E-Commerce-Customer-Service-Manager]` `[Senior-Customer-Experience-Manager]` `[B2C-Customer-Support-Manager]` `[Senior-Manager-Customer-Experience-Operations]` `[Senior-Director-Customer-Service-And-Support]` `[Senior-Customer-Experience-Management]` `[Customer-Support-Manager]` `[Customer-Experience-Manager]` --- ### 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 - 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. Originally posted on Himalayas
- E-Commerce-Customer-Service-Manager
- Senior-Customer-Experience-Manager
- B2C-Customer-Support-Manager
- Senior-Manager-Customer-Experience-Operations
- Senior-Director-Customer-Service-And-Support
- Senior-Customer-Experience-Management
- Customer-Support-Manager
- Customer-Experience-Manager
Наблюдалась 2026-10-18, впервые 2026-10-17, источник — Himalayas (JSON API).