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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