Senior CX Lead – E-commerce (Remote)

United States Digital Space LLC; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

United States Digital Space LLC is seeking a Senior Customer Support / Customer Experience Manager to lead and elevate our CX operations for a growing e-commerce platform. This remote role covers onboarding, post-purchase support, and retention, partnering with Product, Engineering, and Growth to deliver a seamless customer experience at scale.

You will own end-to-end support workflows, implement AI-driven tools, and mentor the team as we expand across time zones.

Qualifications

• 5+ years of experience in Customer Support/Customer Experience roles, preferably in e-commerce.
• Hands-on Shopify-based e-commerce experience.
• Advanced experience with Zendesk or similar ticketing systems.
• Experience owning onboarding and post-purchase workflows.
• Experience implementing AI-powered support tools, automations, or self-service platforms.
• Strong CX metrics knowledge (CSAT, NPS, FCR, SLA).
• Excellent written and verbal communication with stakeholders.
• Proven remote-work experience and proficiency with Slack/Zoom/GSuite/Asana.

Responsibilities

• Own end-to-end customer support and CX operations in an e-commerce setting.
• Handle complex, high-ticket or escalated AI-assisted cases.
• Lead onboarding to drive fast time-to-value and engagement.
• Manage Zendesk workflows, SLAs, macros, triggers, and automations.
• Analyze CX data to identify trends and root causes.
• Implement and optimize AI-driven chatbots and self-service tools.
• Collaborate with Product and Engineering to fix systemic issues.
• Develop internal playbooks and customer-facing knowledge bases.
• Ensure consistent cross-channel customer interactions (email, chat, self-service).
• Mentor junior support/CX team members as the team grows.

Skills

Customer Support

Customer Experience

CX Metrics

Data Analytics

Remote Collaboration

Stakeholder Management

Communication

AI Tools

Remote Work Best Practices

Tools

Shopify

Zendesk

Slack

Zoom

Google Workspace

Asana

Job description

United States Digital Space LLC is seeking a Senior Customer Support / Customer Experience Manager to lead and elevate our CX operations for a growing e-commerce platform. This remote role covers onboarding, post-purchase support, and retention, partnering with Product, Engineering, and Growth to deliver a seamless customer experience at scale.

You will own end-to-end support workflows, implement AI-driven tools, and mentor the team as we expand across time zones.