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

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Job Title
SeniorCustomer Support /Customer Experience Manager (E-commerce)

Location
Remote

Time Zone
US Time Zones (EST–PST)

Role Overview
We are seeking a SeniorCustomer Support /Customer Experience Manager to lead and elevatecustomer supportoperations for a growinge-commerce business. This role owns the fullcustomer support lifecycle fromonboarding through post-purchasesupport and retention - while driving operational excellence,automation, andcustomer satisfaction at scale.

You will act as a strategic partner toProduct, Engineering,Operations, and Growth teams to ensure a seamless, high-qualitycustomer experience across allcustomer touchpoints.

Key Responsibilities

• Own and optimize end-to-endcustomer support and CXoperations within ane-commerce environment

• Personally handle and resolve complex, high-ticket, or escalatedAI-assistedsupport cases to ensurecustomer satisfaction

• Leadcustomeronboarding processes to ensure fast time-to-value and strong earlycustomer engagement

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

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

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

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

• Develop and maintainsupport documentation, internal playbooks, andcustomer-facing knowledge bases

• Ensure consistent, high-qualitycustomer interactions across allsupport channels (email, chat, and self-service)

• Mentor and guide juniorsupport or CX team members as the team scales

Required Qualifications

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

• Strong, hands-on experience working inShopify-basede-commerce environments

• Advanced experience usingZendesk or comparablecustomer support ticketing systems

• Proven experience owningcustomeronboarding and post-purchasesupportworkflows

• Experience implementing or operatingAI-poweredsupport tools,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 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 scalingcustomer supportoperations within high-growthe-commerce brands

• Background in CX strategy,supportoperations, or team leadership

• Experience working in omnichannelsupport environments

• Familiarity withCRM platforms andcustomer analytics tools

Tools & Technology

• Zendesk or similarcustomer support platforms

• Shopify ande-commercesupport tools

• AI-powered chatbots,automation, and self-servicesolutions

• CX analytics and reporting tools

• Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)

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