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, auto...