Join Hire Hangar and work with fast-growing general companies while building a long-term career.Job Title: Senior Customer Support / Customer Experience Manager ( E-commerce )Location: RemoteTime Zone: US Time Zones (EST–PST)Role OverviewWe 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 ResponsibilitiesOwn and optimize end-to-end customer support and CX operations within an e-commerce environmentPersonally handle and resolve complex, high- ticket , or escalated AI -assisted support cases to ensure customer satisfactionLead customer onboarding processes to ensure fast time-to-value and strong early customer engagementManage and continuously improve Zendesk ticket workflows , SLAs, macros, triggers, and automationsAnalyze support data and CX metrics to identify trends, root causes, and improvement opportunitiesImplement, manage, and optimize AI -driven support tools, including chatbots, automations , and self-service solutionsCollaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product -driven CXDevelop and maintain support documentation, internal playbooks, and customer -facing knowledge basesEnsure 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 scalesRequired Qualifications5+ years of experience in Customer Support , Customer Success , or Customer Experience roles, preferably within e-commerceStrong, hands‐on experience working in Shopify -based e-commerce environmentsAdvanced experience using Zendesk or comparable customer support ticketing systemsProven experience owning customer onboarding and post-purchase support workflowsExperience implementing or operating AI -powered support tools, automations , or self-service platformsStrong analytical skills with hands‐on experience using CX metrics such as CSAT , NPS , FCR, and SLA performanceExcellent written and verbal communication skills with strong stakeholder management abilitiesNon-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 QualificationsExperience scaling customer support operations within high-growth e-commerce brandsBackground in CX strategy, support operations , or team leadershipExperience working in omnichannel support environmentsFamiliarity with CRM platforms and customer analytics toolsTools & TechnologyZendesk or similar customer support platformsShopify and e-commerce support toolsAI -powered chatbots, automation , and self-service solutionsCX analytics and reporting toolsRemote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)
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📌 Senior Customer Support / Customer Experience Manager (E-Commerce) (Córdoba)
🏢 Hire Hangar
📍 Córdoba