Senior Customer Support / Customer Experience Manager (E-commerce)
Se busca Senior Customer Support / Customer Experience Manager para liderar y elevar operaciones de soporte al cliente para un negocio de e-commerce en crecimiento. El rol requiere experiencia en manejo de soporte al cliente, experiencia del cliente y operaciones de e-commerce.
Ideal para profesionales con experiencia en soporte al cliente y operaciones de e-commerce que buscan un desafío en un negocio en crecimiento.
Descripción del puesto
Join Hire Hangar and work with fast-growing global companies while building a long-term, remote 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-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). We connect top talent with vetted employers, competitive pay, and real growth opportunities.
Responsabilidades
- Gestionar y optimizar operaciones de soporte al cliente
- Resolver casos complejos de soporte
- Liderar procesos de onboarding
- Mejorar workflows de Zendesk
- Analizar datos de soporte
- Implementar herramientas de soporte impulsadas por IA
- Colaborar con Producto y Ingeniería
- Desarrollar documentación de soporte
- Mentorizar a miembros junior del equipo