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Senior Customer Support / Customer Experience Manager (E-commerce) at Hire Hangar. Remote Location: South Africa - Cape Town. Join Hire Hangar and work with fast-growing global companies while building a long-term, remote 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.