Senior Customer Support / Customer Experience Manager (E-commerce) at Hirehangar

Hirehangar

South Africa - Cape Town·1w ago

SeniorContractAI

Salary Range

$66,300 - $89,700 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are seeking a 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, driving operational excellence, automation, and customer satisfaction at scale.

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
→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 and self-service solutions
→Collaborate cross-functionally with Product and Engineering to resolve systemic issues
→Develop and maintain support documentation, internal playbooks, and customer-facing knowledge bases
→Ensure consistent, high-quality customer interactions across all support channels
→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, and experience working with US- or UK-based companies.