Remote Senior CX Lead – E-commerce & AI Support

Hire Hangar, Inc.; South Africa; Remote; ZAR 1,482,000 - 2,305,000; Full time

Job summary

Hire Hangar, Inc. is seeking a Senior Customer Support / Customer Experience Manager (E-commerce) to lead and elevate our CX operations. The role covers onboarding, post-purchase support, and retention, driving automation and high satisfaction at scale.

You will partner with Product, Engineering, Operations, and Growth to deliver a seamless customer experience across channels and touchpoints while mentoring the CX team and expanding remote capabilities.

Qualifications

• 5+ years in Customer Support/Customer Success/Customer Experience roles
• Hands-on Shopify experience in e-commerce environments
• Advanced Zendesk or similar ticketing systems experience
• Experience owning onboarding and post-purchase workflows
• Experience implementing AI-powered support tools and self-service options
• Strong CX metrics knowledge (CSAT, NPS, FCR, SLA) and stakeholder management

Responsibilities

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

Skills

Customer Support

Customer Experience

Shopify

Zendesk

Remote collaboration

Communication

Tools

Zendesk

Shopify

AI-powered tools

Job description

Hire Hangar, Inc. is seeking a Senior Customer Support / Customer Experience Manager (E-commerce) to lead and elevate our CX operations. The role covers onboarding, post-purchase support, and retention, driving automation and high satisfaction at scale.

You will partner with Product, Engineering, Operations, and Growth to deliver a seamless customer experience across channels and touchpoints while mentoring the CX team and expanding remote capabilities.