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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 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
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Own and optimize end-to-end customer support and CX operations within an e-commerce environment
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Personally handle and resolve complex, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction
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Lead customer onboarding processes to ensure fast time-to-value and strong early customer engagement
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Manage and continuously improve Zendesk ticket workflows, SLAs, macros, triggers, and automations
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Analyze support data and CX metrics to identify trends, root causes, and improvement opportunities
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Implement, manage, and optimize AI-driven support tools, including chatbots, automations, and self-service solutions
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Collaborate cross-functionally with Product and Engineering to resolve systemic issues and improve product-driven CX
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Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases
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Ensure consistent, high-quality customer interactions across all support channels (email, chat, and self-service)
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Mentor and guide junior support or CX team members as the team scales
Required Qualifications
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5+ years of experience in Customer Support, Customer Success, or Customer Experience roles, preferably within e-commerce
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Strong, hands-on experience working in Shopify-based e-commerce environments
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Advanced experience using Zendesk or comparable customer support ticketing systems
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Proven experience owning customer onboarding and post-purchase support workflows
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Experience implementing or operating AI-powered support tools, automations, or self-service platforms
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Strong analytical skills with hands-on experience using CX metrics such as CSAT, NPS, FCR, and SLA performance
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Excellent written and verbal communication skills with strong stakeholder management abilities
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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
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Experience scaling customer support operations within high-growth e-commerce brands
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Background in CX strategy, support operations, or team leadership
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Experience working in omnichannel support environments
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Familiarity with CRM platforms and customer analytics tools
Tools & Technology
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Zendesk or similar customer support platforms
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Shopify and e-commerce support tools
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AI-powered chatbots, automation, and self-service solutions
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CX analytics and reporting tools
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Remote collaboration tools (Slack, Zoom, Google Workspace, project management platforms)
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Originally posted on Himalayas
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