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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

📌 Senior Customer Support (Argentina)
🏢 Hire Hangar
📍 Argentina