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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)

📌 Senior Customer Support / Customer Experience Manager (E-commerce) (Argentina)
🏢 Hire Hangar
📍 Argentina