Senior Customer Support & Experience Manager (E-commerce)
Généré automatiquement par Postule AI à partir de l’offre.
Role Overview
Join Hire Hangar as a Senior Customer Support & 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, 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 seamless, high-quality customer experiences across all 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
- Prior experience working in fully remote roles and fluency with remote collaboration tools (Slack, Zoom, Google Workspace, Asana, or similar)
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)
Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .