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

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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 supportoperations 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 customeronboarding processes to ensure fast time-to-value and strong early customer engagement
• Manage and continuously improve Zendeskticketworkflows, 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 customeronboarding and post-purchase supportworkflows
• 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 supportoperations within high-growth e-commerce brands
• Background in CX strategy, supportoperations, 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-commercesupport tools
• AI-powered chatbots, automation, and self-service solutions

• CX analytics and reporting tools

• Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)

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Originally posted on Himalayas