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Senior Customer Support – Customer Experience Manager, E-commerce
Location
South Africa
Posted
114 days ago
Salary
$1.7K - $2.2K / month
Seniority
Senior
Job Description
Senior Customer Support – Customer Experience Manager, E-commerce
Hire Hangar Global
• 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
Job Requirements
- 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.
Benefits
- Competitive pay
- Remote work opportunities
- Professional development opportunities
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