Senior Customer Support / Customer Experience Manager, E-commerce

Job not on LinkedIn

🕒 July 28

🇿🇦 South Africa – Remote

💵 $1.7k - $2.2k / month

⏳ Contract/Temporary

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hire Hangar Global

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Hire Hangar Global is a remote-first global recruitment and staffing marketplace that connects companies (from startups and tech firms to real estate and consulting agencies) with contract and full-time talent across marketing, sales, customer success, product, AI/data, and operational roles. The platform lists hundreds of remote positions across dozens of countries and supports hiring and scaling teams by offering sourcing, recruiting operations, and candidate placement services. Hire Hangar emphasizes flexible, contract-based engagements and positions itself as a hub for businesses looking to scale quickly and professionals seeking remote opportunities.

📋 Description

• 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

🎯 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. Candidates without this remote work experience will not be considered.

🏖️ Benefits

• N/A