About the role
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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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