Senior E-Commerce CX Lead (Remote)

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

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