Senior Customer Support – Customer Experience Manager, E-commerce

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Hire Hangar Global

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🎯 Recruiter

🏪 Marketplace

Recruitment • Marketplace

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

• Competitive: We offer compensation that is strong within our industry and reflects the value our team brings. • Fair and Consistent: Our pay practices are applied consistently, focusing on recognizing the impact and contributions of each individual. • Simple: Our compensation structure is easy to understand and built to grow with the company. • Transparent: Everyone at Hire Hangar knows how our pay system works and what factors influence their compensation.