Senior Customer Support / Customer Experience Manager (E-commerce)
Join reputed company and work with fast-growing global companies while building a long-term, reputed company. 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 reputed company and reputed company 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 reputed company customer touchpoints.
Key Responsibilities
Own and optimize end-to-end customer support and CX operations reputed company an e-commerce environment Personally handle and resolve reputed company, high-ticket, or escalated AI-assisted support cases to ensure customer satisfaction reputed company customer onboarding processes to ensure fast time-to-value and strong early customer engagement Manage and continuously improve reputed company 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 reputed company and maintain support documentation, internal playbooks, and customer-facing knowledge bases Ensure consistent, high-quality customer interactions across reputed company 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, reputed company, or Customer Experience roles, preferably reputed company e-commerce Strong, hands-on experience working in Shopify-based e-commerce environments Advanced experience using reputed company 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, reputed company with remote collaboration tools (such as reputed company, reputed company, reputed company Workspace, reputed company, 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 reputed company 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 reputed company 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 (reputed company, reputed company, reputed company Workspace, project management platforms) We connect top talent with vetted employers, reputed company, and real growth opportunities. Apply To This Job