Senior Customer Support / Customer Experience Manager (E-commerce)
Core
Lead and optimize end-to-end customer support and CX operations for a growing e-commerce business, owning the lifecycle from onboarding to post-purchase retention.
Role type
Senior Customer Support / Customer Experience Manager
Builds
Seamless, high-quality customer experience across all touchpoints for e-commerce clients
Domain
E-commerce
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Zendesk, Shopify, AI-driven support tools, onboarding workflows, CX metrics analysis, cross-functional collaboration, documentation management, team mentorship
Preferred skills
Scaling support operations, CX strategy, omnichannel support, CRM platforms
Technologies
Zendesk, Shopify, AI chatbots, automation tools, Slack, Zoom, Google Workspace, Asana
Responsibilities
Optimize end-to-end support operations, resolve complex escalated cases, lead onboarding processes, manage ticket workflows and automations, analyze support data and metrics, implement AI-driven support tools, collaborate with Product/Engineering, develop support documentation, ensure consistent interactions across channels, mentor junior team members
Seniority
Senior, hands-on IC with team leadership
