Senior Customer Support / Customer Experience Manager (E-commerce)

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Job Title
SeniorCustomer Support/Customer ExperienceManager (E-commerce)

Location
Remote

Time Zone
US Time Zones (EST–PST)

Role Overview
We are seeking a SeniorCustomer Support/Customer ExperienceManager to lead and elevatecustomer supportoperationsfor a growinge-commercebusiness. This role owns the fullcustomer supportlifecycle fromonboardingthrough post-purchasesupportand retention - while driving operational excellence,automation, andcustomersatisfaction at scale.

You will act as a strategic partner toProduct, Engineering,Operations, and Growth teams to ensure a seamless, high-qualitycustomer experienceacross allcustomertouchpoints.

Key Responsibilities

• Own and optimize end-to-endcustomer supportand CXoperationswithin ane-commerceenvironment

• Personally handle and resolve complex, high-ticket, or escalatedAI-assistedsupportcases to ensurecustomersatisfaction

• Leadcustomeronboardingprocesses to ensure fast time-to-value and strong earlycustomer engagement

• Manage and continuously improveZendeskticketworkflows, SLAs, macros, triggers, andautomations

• Analyzesupportdata and CX metrics to identify trends, root causes, and improvement opportunities

• Implement, manage, and optimizeAI-drivensupporttools, including chatbots,automations, and self-servicesolutions

• Collaborate cross-functionally withProductand Engineering to resolve systemic issues and improveproduct-driven CX

• Develop and maintainsupportdocumentation, internal playbooks, andcustomer-facing knowledge bases

• Ensure consistent, high-qualitycustomerinteractions across allsupportchannels (email, chat, and self-service)

• Mentor and guide junior support or CX team members as the team scales

Required Qualifications

• 5+ years of experience inCustomer Support,Customer Success, orCustomer Experienceroles, preferably withine-commerce

• Strong, hands-on experience working in Shopify-based e-commerce environments

• Advanced experience usingZendeskor comparablecustomer supportticketing systems

• Proven experience owning customer onboarding and post-purchase support workflows

• Experience implementing or operatingAI-poweredsupporttools,automations, or self-service platforms

• Strong analytical skills with hands-on experience using CX metrics such asCSAT,NPS, FCR, and SLA performance

• Excellent written and verbal communication skills with strongstakeholder managementabilities

• 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 scalingcustomer supportoperationswithin high-growthe-commercebrands

• 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)

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