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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 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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