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)
• We connect top talent with vetted employers, competitive pay, and real growth opportunities.