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

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-