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

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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)

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