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

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 environments.
• Familiarity 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).

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