layiq
/la·yiq/adjective
worthy; deserving; fitting; suitable.
A role, opportunity, or path that merits attention, time, and pursuit.
Loading LAYIQ…
Job opportunity
Senior Customer Support / Customer Experience Manager (E-commerce)
Cape Town, South Africa; Port Moresby, Papua New Guinea; Santiago, Chile; Casablanca, Morocco; Johannesburg, South Africa; Rabat, Morocco; Medellín, Columbia, Colombia; Lima, Peru; Buenos Aires, Argentina; Panama City, Panama; Mexico City, Mexico
Source: Hire Hangar careers · View original posting
- Pay
- $1,700 — $2,200 USD per month
Employer job description
From Hire Hangar's posting. “We” and “our” refer to the employer.
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-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.
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
Employer posted:
Listing check
- Employer posted
- · 85 days ago
- Status
- Listed as a current opening
- Apply goes to
- Ashby, the employer's hiring system
Posted over two months ago. Hiring can take months, so age alone is not a warning. If you are unsure, check the employer's careers page.
How to spot a ghost jobGhost Job Checker: check another job link
The checker shows whether the employer still lists a job.