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

Hire Hangar, Inc.; South Africa; Remote; ZAR 1.482.000 - 2.305.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

Customer Support

Customer Experience

Shopify

Zendesk

Remote collaboration

Communication

Tools

Zendesk

Shopify

AI-powered tools

Jobbeschreibung

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 environmentsFamiliarity 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)