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

Hire Hangar, Inc.; Argentina; Remote; ARS 144,009,000 - 212,224,000; Full time

Job summary

Hire Hangar, Inc. is seeking a Senior Customer Support / Customer Experience Manager (E-commerce) to lead CX operations across onboarding, post-purchase support, and retention.

This role partners with Product, Engineering, Operations, and Growth to scale customer satisfaction while driving automation and AI-powered improvements. The ideal candidate has 5+ years in customer support or CX, strong Shopify and Zendesk experience, and a proven track record in remote, fast-paced environments with

Qualifications

• 5+ years in Customer Support, Customer Success, or Customer Experience roles, preferably in e-commerce.
• Experience with Shopify-based e-commerce environments.
• Proficient with Zendesk or similar ticketing systems.
• Experience owning onboarding and post-purchase workflows.
• Experience implementing or operating AI-powered support tools and self-service platforms.
• Strong CX metrics focus: CSAT, NPS, FCR, SLA.

Responsibilities

• Own and optimize end-to-end customer support and CX operations in an e-commerce setting.
• Handle and resolve complex, high-ticket or escalated AI-assisted support cases.
• Lead onboarding to ensure fast time-to-value and strong early engagement.
• Manage Zendesk workflows, SLAs, macros, triggers, and automations.
• Analyze CX data to identify trends and root causes for improvements.
• Collaborate with Product and Engineering to fix systemic issues affecting CX.
• Develop and maintain support docs, playbooks, and knowledge bases.
• Ensure high-quality interactions across email, chat, and self-service.
• Mentor junior support or CX team members as the team scales.

Skills

Customer Experience

Stakeholder management

Problem solving

Remote collaboration

Tools

Zendesk

Shopify

CRM software

AI-powered tools

Job description

Join Hire Hangar and work with fast-growing global companies while building a long-term career.

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)