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  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.

• 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

• 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.

• 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

• 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)