Senior Customer Support – Customer Experience Manager, E-commerce

Hire Hangar Global

Senior Customer Support Manager leading e-commerce customer experience operations. Managing onboarding and continuous improvement of support workflows in a remote environment.

Posted 5/21/2026contractRemote • 🇿🇦 South AfricaSenior💰 $1,700 - $2,200 per monthWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

Competitive pay
Remote work options
Professional development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportcustomer successcustomer experienceAI-assisted supportZendeskShopifyCX metricsCSATNPSFCR

Soft Skills

analytical skillswritten communicationverbal communicationstakeholder managementmentoringcollaboration